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
* Versátil

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 (Barcelona)
🏢 ALOHAS
📍 Barcelona