Our client is more than a fashion brand: it’s a responsible shopping experience and a chance to participate in the fight against overproduction in fashion. Working with them is being part of the innovation and growth with a young, creative and proactive Team (more than 100 people), good communication and a high level of energy!

THE ROLE

As our CX Automation & AI Expert, you are the technical architect of how our client's 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.

Requirements:

- A 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).
- Real 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.
- Hands-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.
- Hands-on experience with applied LLMs in production — direct API integration, prompt engineering, retrieval, agentic workflows. You've built things, not just used ChatGPT.
- Systems thinking: AI→human handovers, multi-agent orchestration,



omnichannel state — you think one customer across email/chat/WhatsApp/Instagram, not four silos.
- Product 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.
- Comfort with the DTC stack: helpdesks (Gorgias preferred), Shopify, Odoo or equivalent, automation tooling (n8n, Make).
- Bilingual or near-native Spanish + English.
- Based in Barcelona or willing to relocate. Hybrid role with 2–3 days/week at HQ.
- A 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.

Plus:

- Curiosity to bring in tech they don't have today — vector databases, retrieval, MCP (Model Context Protocol), whatever the role calls for.

BENEFITS

- A Culture of Freedom, Responsibility & Trust: We believe in autonomy, accountability, and mutual respect.
- Versátil Working Hours: Adapt your schedule to your lifestyle. We trust you to get the job done.
- Hybrid Work Model: Work from home some days and the office on others.
- Summer Hours (July & August): Enjoy an intensive workday schedule so you can make the most of your summer.
- We support family-life balance, parenthood, gender equality, and diversity.
- Mental Health Support
- Team wellbeing initiatives
- Two paid “disconnect days” a year—take time when you need it most
- Exclusive Discounts — Enjoy up to 70% off their products. Your family and friends benefit too!
- Creative Office Life




- Located in Gràcia, Barcelona
- Stocked with coffee and fresh fruit
- Home Office Setup
- Laptop + essential peripherals (keyboard, mouse, monitor)
- Growth & Happiness
- Constructive feedback, ongoing learning, and support for your professional journey
- Monthly After-Work Events in Barcelona ?

YOUR CHALLENGE

- Architect and build 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 to respond well.
- Bring in technologies we don't currently use. The leverage isn't in optimising the existing stack — it's in building the next one.
- Keep the knowledge base optimised so AI answers in our client's voice and reflects current operational reality.
- Audit AI logic regularly and measure what matters: containment rate, cost-per-contact, CSAT per flow, handover quality.
- Identify friction in the customer journey and fix it at the system level, not ticket by ticket.
- Work hand-in-hand with our IT, Data, and PMO teams. Customer experience is not an island — what you build needs to plug into our client´s broader operations stack and into the AI OS we're standing up at company level.
- Provide cover for the Head of CS when she's out (continuity, not day-to-day people leadership).

📌 CX Automation & AI Expert (Barcelona)
🏢 Sabia Personal
📍 Barcelona