CS Transformation & Automation Lead (AI)

TL;DR

CS Transformation & Automation Lead (AI): Driving the end-to-end transformation of customer support operations through automation, AI integration, and system design with an accent on reducing Cost-to-Serve and scaling support efficiency. Focus on redesigning support journeys, optimizing CRM workflows, and partnering with Product and Engineering to eliminate manual work.

Location: Must be based in or able to relocate to Barcelona, Spain. The role follows a hybrid model with a minimum of 6 days per month in the office.

Company

hirify.global is a leading marketplace scale-up operating in Spain, Italy, and Portugal, dedicated to making second-hand consumption the norm through smart technology.

What you will do

• Define and execute the automation roadmap to reduce Cost-to-Serve and improve customer experience.
• Redesign support journeys by identifying friction points and implementing scalable, data-driven solutions.
• Design operational logic, including routing, decision trees, and AI-driven workflows across CRM and voice channels.
• Partner with Product and Engineering teams to translate operational needs into technical solutions.
• Optimize CX tools like Zendesk to drive automation, efficiency, and agent productivity.
• Lead cross-team alignment and ensure smooth rollouts, including BPO readiness.

Requirements

• Location: Must be based in Barcelona or willing to relocate.
• Languages: Fluent/native Spanish and advanced English required.
• Proven operational experience in BizOps, Product Ops, or CX Strategy within high-volume environments.
• Hands-on experience with CRM tools such as Zendesk, Salesforce, or Kustomer.
• Strong understanding of systems, integrations, and AI/LLM applications.
• Analytical skills with experience using tools like Looker, Amplitude, or Tableau.

Nice to have

• SQL proficiency for data analysis.
• Experience in process mapping and large-scale BPO operations.

Culture & Benefits

• Generous individual learning budget of 2K per year.
• Private health insurance with Alan.
• Flexible working hours with intensive Fridays.
• Relocation package and visa sponsorship provided if applicable.
• Free office meals and gym/wellness plan including on-site physiotherapy.
• 26 holidays per year and top-tier hardware of your choice.

Hiring process

• Intro call with talent acquisition.
• Take-home technical test (5-7 days).
• Expertise interview with the hiring team.
• Stakeholder interview and culture interview.