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, omnic

📌 CX Automation (Barcelona)
🏢 Sabia Personal
📍 Barcelona