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 s

📌 CX Automation (España)
🏢 Sabia Personal
📍 España