Customer Care Operations & AI Lead (E-commerce)

TL;DR

Customer Care Operations & AI Lead (E-commerce): Designing a polarized customer service operation that balances AI automation with high-touch human care for VIP customers with an accent on ticket deflection, AI containment, and system integration. Focus on architecting the automation roadmap using Gorgias AI and optimizing the data ecosystem across Shopify and Odoo.

Location: Fully Remote (Remote-first operation)

Company

A Barcelona-based sustainable fashion brand using an on-demand production system to combat overproduction in the industry.

What you will do

• 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 the VIC lane.
• Architect the integration between Shopify, Odoo, and Gorgias to ensure a seamless, automated data ecosystem.
• Build and maintain optimized Internal and External Knowledge Bases for both humans and AI.
• Automate internal workflows and reporting using ClickUp and AI tools to streamline team productivity.
• Monitor and optimize advanced KPIs, including AI Containment Rate, Cost-per-contact, and lane-specific CSAT.

Requirements

• 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, including building complex rules and workflows.
• Native-level or professional fluency in both English and Spanish.
• Proven experience in 100% remote management with a track record of driving accountability.
• Strong analytical skills to translate raw data into actionable operational changes.
• Systems-first mindset focused on building scalable solutions.

Nice to have

• Experience with Odoo and ClickUp.
• Passion for the eCommerce or Fashion industry.

Culture & Benefits

• Remote-first culture based on autonomy, responsibility, and mutual trust.
• Flexible working hours to adapt your schedule to your lifestyle.
• Commitment to sustainability, family-life balance, and gender equality.
• Mental health support, including team wellbeing initiatives and two paid disconnect days per year.
• Exclusive discounts of up to 70% on products for employees, family, and friends.
• Support for professional growth through constructive feedback and ongoing learning.