CX AI & Automation Lead - remote job

Remote is hiring a CX AI & Automation Lead - a lead role, which means responsibility for a team or a direction. The role sits in Other jobs and is fully remote. The company places no restriction on where the candidate lives, so you can apply from anywhere.

The employer published the pay: €40k - €90k a year. The advert sets no condition on working hours.

This vacancy passed an automated check: the list excludes any advert requiring a foreign work permit, visa sponsorship, a particular citizenship, or residence in a specific country.

About Remote

Remote addresses the biggest challenge modern organizations face—ensuring global employment compliance seamlessly. We enable businesses of all sizes to hire, compensate, and manage international teams effortlessly. Rooted in our core values and a forward-thinking work culture, our team works tirelessly on complex problems, using asynchronous collaboration across six continents (Antarctica not yet included). Remote’s team members are distributed across diverse regions, and all positions are fully remote.

Innovation is a core value, driving us to integrate automation and AI capabilities into every role’s requirements.

We invite every Remote team member to share their talents, experiences, and cultural insights to help us build the industry’s leading HR platform.

If you are energetic, curious, motivated, and ambitious, join our global community. Apply now and help define the future of work!

What This Role Can Offer You

- This position involves leading technical and programmatic efforts within CX Operations, collaborating closely with CX leadership and cross-functional partners to develop automation and AI solutions that shape the team's operational scale. - You will oversee the entire project lifecycle, from prioritization to execution. Working with CX leadership, you will bring technical and operational insights to decision-making, leading from scoping to production and iterative improvements. - This role demands a unique combination: technical proficiency to develop and deploy, robust program management skills to oversee multifunctional projects, and strong communication skills to bridge technical and non-technical perspectives.

How This Role Contributes to Departmental and Company Goals As Remote expands, CX must maintain high-quality service and rapid response without being overwhelmed by volume or operational complexity. Automation and AI play a critical role, enhancing judgment rather than replacing it. They remove friction, surface key information at the right time, and empower specialists to focus on work that truly requires human intervention. Beyond efficiency, this role empowers the CX team, directly impacting specialists' effectiveness, customer resolution speed, and the department's ability to handle growing complexity.

What You Will Bring

- You are self-directed, identifying tasks, setting your direction, and delivering results without constant oversight. You act proactively and close your own loops. - You excel in both technical and program management. You can scope complex initiatives, manage stakeholders across functions, communicate clearly to non-technical audiences, and see projects through from start to completion. - You have hands-on experience building automation and integration systems in CX, support, or operations contexts, understanding the nuances of support workflows, what impedes agents, and what tools truly assist. - You possess strong technical skills, including coding, API design, webhook handling, and integration standards like MCP. You are adept at using AI-assisted development tools, such as Claude Code, Codex, or Cursor, as part of your workflow. - You have experience with low-code/no-code platforms like n8n, Make, Zapier, Retool, or similar, designing and implementing cross-system automations. - You know when automation is necessary and when it isn't. You assess problems before reaching for a tool, and you are equally comfortable arguing against automation as you are building it. - You have deployed AI agents or AI-assisted workflows in production environments, designing for fail-safes, integrating human oversight, and maintaining auditability. - You translate between operational needs and technical constraints, clearly and without jargon, providing detailed documentation as part of your work. - You speak and write fluent English. - Experience in a remote-first environment is a plus but not required.

Key Responsibilities

- Contribute to and lead the development of CX automation and AI initiatives, from initial planning to production and ongoing refinement. - Develop and maintain AI agents and automated workflows that enhance specialist effectiveness, reduce manual handling, and ensure operational consistency. - Deploy AI capabilities responsibly, designing for failure, ensuring appropriate human oversight, and maintaining logs and auditability in customer-facing support environments. - Stay current with AI and automation advancements, surfacing well-reasoned recommendations for your manager and the CX leadership team.

- Own the technical delivery of CX tooling, including integrations, applications, and automated workflows that connect the platforms CX teams rely on daily. - Build and maintain integrations across the CX technology stack, ensuring data flows correctly and triggers fire reliably, supporting operational load. - As Remote’s customer and partner base grows, support the evolving CX tooling requirements, including new channels, integrations, and increasing complexity.

- Manage complex, multi-phase projects, owning dependencies, communicating proactively, and delivering initiatives without constant follow-up. - Ensure accurate, accessible documentation is part of the project’s completion criteria, systematically addressing technical debt and undocumented processes. - Use operational data and CX performance metrics to inform priorities, validate success, and track the impact of automation for CX leadership.

- Work closely with CX operations and front-line teams to understand workflow pain points, validate solutions before deployment, and support adoption post-launch. - Partner with engineering, product, and data teams across Remote to align on architecture and escalate when a problem needs more than automation. - Communicate clearly and regularly with stakeholders at all levels, including operational teams, CX leadership, and cross-functional partners.

Practical Details

- You will report to: Senior Manager, CX Business Operations - Team: Customer Experience - Location: We welcome applications from all locations, but will prioritize from [specific locations]. - Start Date: As soon as possible

Application Process

- Initial Interview with a Recruiter - Final Interview with the Future Manager