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