CX Automation & AI Lead

THE ROLE

As our CX Automation & AI Lead, you are the technical architect of how ALOHAS' 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.

YOUR CHALLENGE

• Architect and build ALOHAS' automated CX model — deflection flows, AI agents for repetitive tickets, smart escalation to humans where it matters.
• Design human-in-the-loop processes: AI does the work, humans review and approve at the points that matter (refunds, brand-sensitive responses, complex escalations). Know when AI decides and when it doesn't.
• Build multi-agent workflows with clean handovers — specialist agents routing to each other and to humans without losing context, state, or customer history.
• Architect omnichannel coherence — unified customer state and consistent voice across email, chat, WhatsApp, and Instagram. The same customer should never have to repeat themselves across channels.
• Design the data spine between Shopify, Odoo, and Gorgias so the system has what it needs to respond well.
• Bring in technologies we don't currently use. The leverage isn't in optimising the existing stack — it's in building the next one.
• Keep the knowledge base optimised so AI answers in ALOHAS' voice and reflects current operational reality.
• Audit AI logic regularly and measure what matters: containment rate, cost-per-contact, CSAT per flow, handover quality.
• Identify friction in the customer journey and fix it at the system level, not ticket by ticket.
• Work hand-in-hand with our IT, Data, and PMO teams. Customer experience is not an island — what you build needs to plug into ALOHAS' broader operations stack and into the AI OS we're standing up at company level.
• Provide cover for the Head of CS when she's out (continuity, not day-to-day people leadership).

YOU WILL ROCK AT THIS ROLE IF YOU HAVE...

• 1–3 years building automation or AI features in customer-facing product (CX, support, ops).
• Technical background, or a credible pivot into technical work.
• 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 state — you think one customer across email/chat/WhatsApp/Instagram, not four silos.
• Product mindset applied to operations (flows, metrics, hypotheses, iteration), with the ability to scope and ship cross-functionally with engineering, data and ops — without a manager in between.
• Comfort with the DTC stack: helpdesks (Gorgias preferred), Shopify, Odoo or equivalent, automation tooling (n8n, Make).
• Curiosity to bring in tech we don't have today — vector databases, retrieval, MCP (Model Context Protocol), whatever the role calls for.