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Customer Care Operations & AI Lead
Full-time
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
Customer Care Operations \& AI Lead
, you will architect the future of our service: a "polarized" operation where technology and humanity excel in their own lanes. You will manage a team of 9 agents while owning the automation roadmap to ensure 24/7 efficiency. Your mission is to decouple headcount growth from ticket volume, ensuring our VIP customers receive world-class human care while AI handles the transactional heavy lifting.
**YOUR CHALLENGE**
Design and own the Automation Roadmap, focusing on ticket deflection and resolution via Gorgias AI and self-service flows.
Lead, mentor, and coach a team of 9 remote agents, evolving them into high-value specialists for our VIC (Very Important Customer) lane.
Architect the integration between Shopify, Odoo, and Gorgias to ensure a seamless, automated data ecosystem.
Build and maintain "Clean Data" environments, ensuring Internal and External Knowledge Bases are optimized for both humans and AI.
Develop proactive routing and outreach patterns specifically designed for our VIP/VIC segments.
Automate internal workflows using ClickUp and AI to streamline reporting, task assignment, and team productivity.
Monitor and optimize advanced KPIs, including AI Containment Rate, Cost-per-contact, and Lane-specific CSAT.
Audit and tune AI logic regularly to ensure all automated interactions match ALOHAS’s unique brand voice and operational reality.
Identify friction points in the customer journey and implement system fixes before they turn into support tickets.
Design and lead the onboarding process for new hires, ensuring technical mastery from day one.
**YOU WILL ROCK AT THIS ROLE IF YOU HAVE...**
\+3 years of experience in Customer Care Leadership, with at least 1 year managing teams of 5\+ people.
Deep technical mastery of Gorgias and Shopify (building complex rules, workflows, and integrations is second nature to you).
A "Systems-First" mindset: You prefer building a scalable solution over fixing the same problem twice.
Native-level or professional fluency in both English and Spanish (both are essential for daily operations).
Proven experience in 100% remote management, with a track record of driving accountability and high performance.
Strong analytical skills: You don’t just report numbers; you translate raw data into actionable operational changes.
Expertise in Knowledge Management, understanding that documentation is the foundation of AI efficiency.
Experience with Odoo and ClickUp (this is a huge plus!).
A passion for eCommerce or the Fashion industry and a desire to thrive in a fast-paced, high-growth environment.
Benefits
A Culture of Freedom, Responsibility \& Trust: We believe in autonomy, accountability, and mutual respect.
Flexible Working Hours ⏰: Adapt your schedule to your lifestyle. We trust you to get the job done.
100% Remote Work 🏠: Work from wherever you feel most productive. We are a remote-first operation.
We’re a Company with Soul
We live and breathe sustainability 🌱
We support family-life balance, parenthood, gender equality, and diversity👶🏼
Mental Health Support 🧠
Team wellbeing initiatives
Two paid “disconnect days” a year—take time when you need it most
Exclusive Discounts 💯
Enjoy up to 70% off our products
Your family and friends benefit too!
Growth \& Happiness 🌈
Constructive feedback, ongoing learning, and support for your professional journey
Ready to shape the future in a luxury fashion brand? Join us and leave your mark 🚀
About ALOHAS
Want to know more? Video Presentation
Apply to work with us: careers.alohas.com
Our website: alohas.com IG: @alohas
