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.

ALOHAS is more than a fashion brand: it’s a responsible shopping experience and a chance to participate in the fight against overproduction in fashion. Working at ALOHAS is being part of the innovation and growth of a Spanish start-up with a young, creative and proactive team, where innovation, collaboration, and high energy drive our success. It’s demanding but extremely rewarding due to an environment where we take pride in learning from one another and strive to make sustainability a way of life beyond the workplace. In a nutshell, we love what we do and it shows! 😀 THE ROLE We are looking for a Customer Service Representative based in LATAM to join ALOHAS in a 100% remote capacity. In this role, you will be the voice of our brand, delivering an exceptional experience across multiple touchpoints. Your goal is simple but vital: enhance customer satisfaction, build long-term engagement, and drive growth through world-class service. YOUR CHALLENGE - Exemplary Support: Maintain a positive, empathetic, and professional tone in every interaction. - Agile Response: Address customer inquiries with speed and precision, ensuring no one is left waiting. - Omnichannel Mastery: Engage with our community across various platforms, including social media, for a seamless brand experience. - Strategic Problem Solving: Resolve complaints with a solution-oriented mindset, turning challenges into opportunities for loyalty. - Product Ambassadorship: Become a product expert to provide confident, insightful advice to our customers. - Operational Excellence: Manage orders, forms, and requests with high accuracy and attention to detail. - Data Integrity: Maintain meticulous records of customer interactions and feedback to help us improve. - Cross-functional Collaboration: Partner with the wider team to ensure operational fluidity and a unified brand voice. - Process Innovation: Proactively identify and suggest improvements to our customer service workflows. YOU WILL ROCK IN THIS ROLE IF YOU - Have 2–3 years of experience in E-Commerce Customer Service (fashion industry experience is a major plus). Note: Retail-only experience will not be considered. - Are based in LATAM (Mandatory). - Bring patience, empathy, and positivity, even during peak seasons. - Are proactive and energetic, taking full ownership of your tasks and pushing yourself and the team to achieve common goals. - Communicate with warmth and confidence, building trust instantly. - Are highly organized and reliable under pressure. - View feedback as a gift and are constantly looking for ways to grow. - Possess bilingual fluency in English and Spanish (written and spoken). Proficiency in other languages is a significant advantage. - Are a digital native. Proven track record of continued work with ticketing systems (Gorgias, Zendesk, or similar) is mandatory. THE LOGISTICS (WORKING HOURS) We are looking for someone fully committed to this specific shift (40h/week): - Monday to Wednesday: 13:00 – 22:00 (CET/CEST). - Thursday & Friday: OFF. - Saturday & Sunday: 10:00 – 19:00 (CET/CEST). - Location: 100% Remote (LATAM-based). BENEFITS - Culture of freedom, responsibility, and trust. ✨ - Remote-First: Work from wherever you are most inspired and productive. 🌍 - Exclusive Access: Significant discounts on ALOHAS products for you (and your friends!). 💯 - Discounts: Our team has special discounts 💯 and we do not forget their friends either! - International environment: Join a multicultural team and learn the cutting edge of E-commerce. 🧠 - Growth Mindset: A continuous feedback culture designed to help you reach your full potential. 💪 Ready for the challenge?🚀 About ALOHAS Want to know more? Video Presentation Apply with us: careers.alohas.io Our product: alohas.io/ IG: @alohas