[Hiring] Customer Care Operations & AI Lead @ALOHAS

Role Description

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.

Qualifications

• +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.