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 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.

Logistics

- Native or near-native Spanish. English is a plus.

- Based in Barcelona or willing to relocate. Hybrid role, 1–3 days a week at our HQ in Barcelona.

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

📌 Cx Automation & Ai Lead (Barcelona)
🏢 ALOHAS
📍 Barcelona