ALOHAS 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.
Working 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.
We’re passionate about what we do, and that passion shines through in our work.
THE ROLE
As 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.
You 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.




This is not a Team Lead role. It’s the technical specialist seat the function doesn't have today.
YOUR CHALLENGE

Architect and build ALOHAS' automated CX model — deflection flows, AI agents for repetitive tickets, smart escalation to humans where it matters.
Design 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.
Build multi-agent workflows with clean handovers — specialist agents routing to each other and to humans without losing context, state, or customer history.
Architect 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.
Design the data spine between Shopify, Odoo, and Gorgias so the system has what it needs t

📌 CX Automation (Barcelona)
🏢 ALOHAS
📍 Barcelona