CX Automation & AI Lead (Fashion)

TL;DR

CX Automation & AI Lead (Fashion): Architecting and building automated customer experience systems to scale support operations with an accent on AI agent orchestration, human-in-the-loop workflows, and omnichannel integration. Focus on designing the data spine between Shopify, Odoo, and Gorgias to enable autonomous ticket resolution while maintaining brand voice and quality.

Location: Must be based in or willing to relocate to Barcelona, Spain. This is a hybrid role requiring 2–3 days per week at the HQ.

Company

hirify.global is a Barcelona-based sustainable fashion brand that utilizes an on-demand production system to combat overproduction in the industry.

What you will do

• Architect and build automated CX models, including deflection flows and AI agents for repetitive inquiries.
• Design human-in-the-loop processes to ensure AI decisions are reviewed at critical touchpoints like refunds and escalations.
• Develop multi-agent workflows that maintain customer context and history across email, chat, WhatsApp, and Instagram.
• Design the data architecture connecting Shopify, Odoo, and Gorgias to ensure system-wide operational coherence.
• Audit AI logic and track key performance metrics such as containment rate, cost-per-contact, and CSAT.
• Collaborate cross-functionally with IT, Data, and PMO teams to integrate CX solutions into the broader company AI OS.

Requirements

• 1–3 years of experience building automation or AI features in customer-facing product environments.
• Bilingual or near-native proficiency in both Spanish and English.
• Hands-on experience with applied LLMs in production, including API integration, prompt engineering, and retrieval.
• Strong systems thinking regarding AI-to-human handovers and omnichannel state management.
• Proficiency with the DTC stack, specifically helpdesks like Gorgias, Shopify, Odoo, and automation tools like n8n or Make.
• Must be based in Barcelona or willing to relocate.

Culture & Benefits

• Flexible working hours and a hybrid work model.
• Summer hours during July and August.
• Mental health support and two paid disconnect days per year.
• Exclusive discounts of up to 70% on products.
• Support for family-life balance, parenthood, and diversity.
• Creative office environment in Gràcia, Barcelona, with coffee and fresh fruit.