CX AI & Automation Lead

Description

Salary Range
€79,700 – €89,650 / year

Work Policy
Fully Remote (UK & Ireland preferred)

Experience Level
Senior / Lead

Job Type
Full-Time

Remote is looking for a CX AI & Automation Lead to own the automation and AI tooling that keeps its Customer Experience team running smoothly as the company scales. This is a hybrid technical-and-programme role: you’ll be the one actually building the AI agents and automations, while also managing the cross-functional delivery work needed to ship them and keep them running.

About Remote

Remote helps companies of any size hire, pay, and manage international teams while staying compliant with local employment law. The company runs fully async and fully remote, with staff spread across six continents (they joke Antarctica is the one they’re missing), and treats automation and AI as a built-in expectation for every role, not a specialty. Remote also maintains four employee resource groups — Women, Disability, Queer, and Minorities in Tech — that meet regularly with the People team.

What You’ll Do

• Take automation and AI initiatives from initial scoping all the way through to production, then keep iterating on them afterward.
• Build and maintain AI agents and automated workflows that make CX specialists more effective, cut down manual work, and keep service quality consistent.
• Roll out AI features responsibly — planning for failure cases, building in human review where it matters, and keeping the audit trail a support environment needs.
• Keep tabs on new AI and automation tools, and bring well-thought-out recommendations to your manager and CX leadership.
• Own the technical side of CX tooling — the integrations, apps, and automated workflows the CX team relies on day to day.
• Build and maintain integrations across the CX stack, including Zendesk and its app framework, Remote’s internal platform, REST APIs, webhooks, and newer standards like MCP, making sure data flows correctly and nothing breaks under real usage.
• Keep pace with CX tooling needs as Remote’s customer and partner base grows — new channels, new integrations, more complexity.
• Run complex, multi-stage projects yourself — track dependencies, keep people updated, and push things across the finish line without needing to be chased.
• Document everything you build as you go, not as a follow-up task.
• Spot technical debt, undocumented processes, and fragile spots in the automation stack, and fix them proactively.
• Use CX performance data to figure out what’s actually working and where to focus next, and make that impact visible to leadership.
• Set clear success metrics for each project, track them, and use the results to decide what to build on and what to drop.
• Work closely with frontline CX teams to understand real pain points, test solutions before launch, and support the rollout afterward.
• Partner with Engineering, Product, and Data teams to stay aligned on architecture, and flag when a problem needs more than an automation fix.
• Keep communication flowing clearly with everyone from frontline staff to CX leadership to cross-functional partners.

What You’ll Need

• A self-starter mentality — you figure out what needs doing, set your own direction, and follow through without needing to be managed closely.
• Strong programme management skills alongside technical chops: you can scope a complex project, manage stakeholders across teams, explain things clearly to non-technical people, and see it through to the end.
• Hands-on experience building automation and integrations specifically in a CX, support, or operations setting — you understand what actually slows agents down versus what just looks impressive in a demo.
• Real technical ability: you can write, read, and debug code; design and work with APIs, webhooks, and standards like MCP; and use AI coding tools (Claude Code, Codex, Cursor) as a normal part of your workflow.
• Solid experience with no-code/low-code platforms like n8n, Make, Zapier, Retool, or Gumloop for cross-system automation.
• Good judgment about when automation actually helps versus when it doesn’t — you’re comfortable arguing against automating something, not just building whatever’s asked.
• Experience running AI agents or AI-assisted workflows in production, including planning for failure and keeping things auditable.
• The ability to translate between technical and operational language in both directions, with the right level of detail for whoever you’re talking to.
• A habit of documenting what you build as part of how you work, not an afterthought.
• Fluent written and spoken English.
• Prior remote-first work experience is a plus, though not required.

Benefits

Work from anywhere, flexible paid time off, flexible async working hours, 16 weeks of paid parental leave, a budget for co-working spaces, learning, and wellness (including gym memberships), mental health support services, stock options, and a home office budget with IT equipment.