ppALOHAS is more than a fashion brand: it’s a responsible shopping experience and an opportunity to take part in the fight against overproduction in the fashion industry. /p pWorking at ALOHAS means being part of the innovation and growth of a Spanish start-up with a young, creative, and proactive team, where communication flows and energy levels are high. It’s a demanding environment, but extremely rewarding, and we take pride in learning from one another and strive to make sustainability a way of life beyond the workplace. /p pWe’re passionate about what we do, and that passion shines through in our work. /p h3THE ROLE /h3 pAs our CX Automation AI Lead, you are the technical architect of how ALOHAS' customer experience scales without growing headcount. You report to our Head of Customer Service and you build the systems, flows, and AI agents that let a 9-person team handle 2–3x ticket volume without losing quality. /p pYou design how AI agents, humans, and channels work together — where AI handles autonomously, where humans stay in the loop, and how every handover preserves customer context. /p pThis is not a Team Lead role. It’s the technical specialist seat the function doesn't have today. /p h3YOUR CHALLENGE /h3 ul liArchitect and build ALOHAS' automated CX model — deflection flows, AI agents for repetitive tickets, smart escalation to humans where it matters. /li liDesign human-in-the-loop processes: AI does the work, humans review and approve at the points that matter (refunds, brand-sensitive responses, complex escalations). Know when AI decides and when it doesn't. /li liBuild multi-agent workflows with clean handovers — specialist agents routing to each other and to humans without losing context, state, or customer history. /li liArchitect omnichannel coherence — unified customer state and consistent voice across email, chat, WhatsApp, and Instagram. The same customer should never have to repeat themselves across channels. /li liDesign the data spine between Shopify, Odoo, and Gorgias so the system has what it needs to respond well. /li liBring in technologies we don't currently use. The leverage isn't in optimising the existing stack — it's in building the next one.



/li liKeep the knowledge base optimised so AI answers in ALOHAS' voice and reflects current operational reality. /li liAudit AI logic regularly and measure what matters: containment rate, cost-per-contact, CSAT per flow, handover quality. /li liIdentify friction in the customer journey and fix it at the system level, not ticket by ticket. /li liWork hand-in-hand with our IT, Data, and PMO teams. Customer experience is not an island — what you build needs to plug into ALOHAS' broader operations stack and into the AI OS we're standing up at company level. /li liProvide cover for the Head of CS when she's out (continuity, not day-to-day people leadership). /li /ul h3YOU WILL ROCK AT THIS ROLE IF YOU HAVE... /h3 ul liA technical background (engineering, computer science, telecoms, maths, physics) — or 3+ years in a technical department (development, IT, technical support, platform) — or 3+ years in a process improvement department (process excellence, continuous improvement, operations with real process ownership) — or 3+ years in business/operational excellence (transformation, BPM). /li liReal operational experience with consequences: SLAs to hit, real volume, a system that broke and you had to fix it. Not showcase projects or course certificates. /li liHands-on experience automating a business process — returns, exchanges, orders, refunds, delivery incidents — not an industrial/manufacturing line. If you've automated a customer-facing or operations process before, even without "AI" in your job title, this is you. /li liHands-on experience with applied LLMs in production — direct API integration, prompt engineering, retrieval, agentic workflows. You've built things, not just used ChatGPT. /li liSystems thinking: AI human handovers, multi-agent orchestration, omnichannel state — you think one customer across email/chat/WhatsApp/Instagram, not four silos.



/li liProduct mindset applied to operations (flows, metrics, hypotheses, iteration), with the ability to scope and ship cross-functionally with engineering, data and ops — without a manager in between. /li liComfort with the DTC stack: helpdesks (Gorgias preferred), Shopify, Odoo or equivalent, automation tooling (n8n, Make). /li liCuriosity to bring in tech we don't have today — vector databases, retrieval, MCP (Model Context Protocol), whatever the role calls for. /li /ul h3Logistics /h3 ul liBilingual or near-native Spanish + English. /li liBased in Barcelona or willing to relocate. Hybrid role with 2–3 days/week at HQ. /li liA portfolio or demonstrable projects of what you've built, alongside real operational background — this is a plus, not a substitute for hands-on experience with real consequences. /li /ul h3Benefits /h3 ul liA Culture of Freedom, Responsibility Trust: We believe in autonomy, accountability, and mutual respect. /li liFlexible Working Hours: Adapt your schedule to your lifestyle. We trust you to get the job done. /li liHybrid Work Model: Work from home some days and the office on others. /li liSummer Hours (July August): Enjoy an intensive workday schedule so you can make the most of your summer. /li liWe support family-life balance, parenthood, gender equality, and diversity /li liMental Health Support ul liTeam wellbeing initiatives /li liTwo paid “disconnect days” a year—take time when you need it most /li /ul /li liExclusive Discounts — Enjoy up to 70% off our products. Your family and friends benefit too! /li liCreative Office Life ul liLocated in Gràcia, Barcelona /li liStocked with coffee and fresh fruit /li /ul /li liHome Office Setup ul liLaptop + essential peripherals (keyboard, mouse, monitor) /li /ul /li liGrowth Happiness ul liConstructive feedback, ongoing learning, and support for your professional journey /li /ul /li liMonthly After-Work Events in Barcelona /li /ul h3Ready to shape the future in a premium fashion brand? Join us and leave your mark /h3 h3About ALOHAS /h3 pWant to know more? Video Presentation /p pOur website: alohas.com IG: @alohas /p /p #J-18808-Ljbffr

📌 CX Automation & AI Lead (Barcelona)
🏢 ALOHAS
📍 Barcelona