CX Automation & AI Lead

Job description

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 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 CHAL...