As our CX Automation & AI Lead ,you design, build and run the systems that let ALOHAS' customer experience scale without growing headcount. You report to our Head of Customer Service and work with a 9-person team that needs to handle 2–3x today's ticket volume without losing quality.

You decide where AI acts on its own, where a person approves, and how every handover keeps the customer's context. You own what you ship: it runs in production, you watch it and you fix it.

This is a hands-on technical role, not a team lead role.

YOUR CHALLENGE

- Build ALOHAS' automated CX model: deflection flows, AI agents for repetitive tickets and smart escalation to humans where it matters.
- Design human-in-the-loop processes: AI does the work, people approve at the points that matter (refunds, brand-sensitive replies, complex escalations).
- Build multi-agent workflows with clean handovers that keep context, state and customer history.
- One customer across email, chat, WhatsApp and Instagram: shared state and one consistent voice.
- Build the data layer between Shopify, Odoo and Gorgias , so agents answer from the source of truth.
- Keep quality high: knowledge base, evaluation, and the numbers that matter (containment rate, cost per contact, CSAT per flow, handover quality).
- Fix friction in the customer journey at system level, not ticket by ticket.
- Work with our IT, Data and PMO teams , and plug into the AI OS we are building at company level.

WHAT ARE WE LOOKING FOR

- Built automation inside a company, for real customers or users. Your main experience comes from working for an employer or for clients, not only from your own projects or business.
- A technical background: engineering, computer science, telecoms, maths or physics,



or 3+ years building software or automating business processes (process excellence, operations with real process ownership).
- Real code, not only visual tools. Python or TypeScript, REST APIs and webhooks, SQL. Ideally, you were already automating before the current AI wave.
- Deployed in production in the cloud (GCP, AWS or Azure): you can explain where it ran, what triggered it and how you knew when it failed.
- Real consequences: SLAs, real volume, a system that broke and that you fixed. Not showcase projects or course certificates.
- Applied LLMs in production: direct API integration, prompt design, retrieval, evaluation, and agentic workflows with human approval.
- Systems thinking: AI-to-human handovers, multi-agent orchestration, omnichannel state.
- Product mindset: flows, metrics, hypotheses and iteration, shipping with engineering, data and ops without a manager in between.

NICE TO HAVE

- Experience in customer service or e-commerce operations.
- Hands-on with Gorgias (or Zendesk), Shopify or Odoo.
- Vector databases, MCP (Model Context Protocol), LLM evaluation and observability.
- Something we can see: a repository, a write-up or an architecture diagram.

BENEFITS

- Adaptable Working Hours ⏰ : Adapt your schedule to your lifestyle. We trust you to get the job done.
- Summer Hours (July & August) ? : An intensive workday schedule so you can make the most of your summer.
- Home Office Setup ? : Laptop + essential peripherals (keyboard, mouse, monitor).
- A Culture of Freedom, Responsibility & Trust : We believe in autonomy, accountability, and mutual respect.
- Mental Health Support ? : Team wellbeing initiatives and two paid “disconnect days” a year.
- Exclusive Discounts ? : Up to 70% off our products, for your family and friends too.
- Office Life in Barcelona: Located in Gràcia , stocked with coffee ☕ and fresh fruit ?

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