Found Description
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...