Remote - CX AI & Automation Lead
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Requirements
• A manager of one: you identify what needs doing, set your own direction, and deliver without needing to be chased. You default to action and close your own loops. • Strong programme management alongside your technical ability. You can scope a complex initiative, manage stakeholders across functions, communicate clearly to non-technical audiences, and see it through from start to done, not just the build, the whole thing. • Hands-on experience building automation and integration systems in a CX, support, or operations context. You understand what a support workflow looks like from the inside: what slows agents down, what good resolution actually means, and what tooling helps versus what just looks good in a demo. • Technical confidence: you can build, read, and debug code; design and work with APIs, webhooks, and integration standards including MCP; and move fast using AI-assisted development tools such as Claude Code, Codex, or Cursor as part of your standard workflow. You take ownership of complex technical systems end to end, from design through to production. • Solid experience with low-code and no-code workflow platforms such as n8n, Make, Zapier, Retool, Gumloop, or similar, to design and run cross-system automations. • You know when automation is the right answer and when it is not. You evaluate the problem before reaching for a tool, and you are as comfortable making the case against automating something as you are building it. • Experience deploying AI agents or AI-assisted workflows in a production environment, including designing for failure, building in human oversight, and maintaining auditability. • The ability to translate between operational needs and technical constraints in both directions, clearly, without jargon, and with the right level of detail for whoever is in the room. • You document what you build. Not as an afterthought, as part of how you work. • Writes and speaks fluent English. • Experience working in a remote-first environment is a plus but not required.
Responsibilities
• Automation & AI Development • Contribute to and lead delivery of CX automation and AI initiatives, from scoping and design through to production and ongoing iteration. • Build and maintain AI agents and automated workflows that improve specialist effectiveness, reduce manual handling, and increase consistency across CX operations. • Deploy AI capabilities responsibly: design for failure, ensure appropriate human oversight is built in, and maintain the logs and auditability expected in a customer-facing support environment. • Stay across developments in AI and automation tooling, surface well-reasoned recommendations for your manager and the CX leadership team to evaluate. • CX Tooling & Systems • Own the technical delivery of CX tooling: the integrations, applications, and automated workflows that connect the platforms CX teams depend on every day. • Build and maintain integrations across the CX technology stack, including Zendesk and its application framework, Remote's internal platform, REST APIs, webhooks, and emerging integration standards such as MCP, ensuring data flows correctly, triggers fire reliably, and tooling holds up under operational load. • As Remote's customer and partner base grows, support the CX tooling requirements that come with it: new channels, new integrations, increasing complexity. • Programme Delivery & Documentation • Manage complex, multi-phase delivery: own dependencies, communicate proactively, and bring initiatives across the line without needing to be chased. • Document everything you own. Accurate, accessible documentation is part of the definition of done, not something that happens later. • Identify technical debt, undocumented processes, and fragile points in the CX automation stack and address them systematically. • Data & Continuous Improvement • Use operational data and CX performance metrics to inform priorities and validate what is working. Build visibility into the impact of automation for CX leadership. • Define success metrics for each initiative, track them, and use them to make decisions about what to iterate on and what to stop. • Cross-functional Partnership • Work closely with CX operations and front-line teams to understand workflow pain points, validate solutions before they ship, and support adoption after they do. • Partner with engineering, product, and data teams across Remote to align on architecture and escalate when a problem needs more than automation to solve. • Communicate clearly and regularly with stakeholders at all levels: operational teams, CX leadership, and cross-functional partners. • Practicals • Practicals • You'll report to: Senior Manager, CX Business Operations • You'll report to: • Team: Customer Experience • Team: • Location: For this position we welcome everyone to apply, but we will prioritize applications from the following locations as we encourage our teams to diversify; • Location • Start date: As soon as possible • Start date: • Application process • Application process • Interview with recruiter • Interview with future manager • Interview with team members (no managers present) • Interview with Executive • Bar Raiser Interview • Prior employment verification check • Remote's Total Rewards philosophy is to ensure fair, unbiased compensation and fair equity pay along with competitive benefits in all locations in which we operate. We do not agree to or encourage cheap-labor practices and therefore we ensure to pay above in-location rates. We hope to inspire other companies to support global talent-hiring and bring local wealth to developing countries. • At first glance our salary bands seem quite wide - here is some context. At Remote we have international operations and a globally distributed workforce. We use geo ranges to consider geographic pay differentials as part of our global compensation strategy to remain competitive in various markets while we hiring globally.Our salary ranges are determined by role, level and location, and our job titles may span more than one career level. The actual base pay for the successful candidate in this role is dependent upon many factors such as location, transferable or job-related skills, work experience, relevant training, business needs, and market demands. The base salary range may be subject to change.At Remote, we foster internal mobility as a key element of our culture of employee growth and development, supported by a compensation philosophy that guarantees pay equity and fairness. Therefore, all compensation changes associated with an internal move will be reviewed by the Total Rewards & People Enablement team on a case by case basis. • The annual salary range for this full-time position is • €79.700 - €89.650 EUR
Benefits
• Our full benefits & perks are explained in our handbook at remote.com/r/benefits. As a global company, each country works differently, but some benefits/perks are for all Remoters: • work from anywhere • flexible paid time off • flexible working hours (we are async) • 16 weeks paid parental leave • mental health support services • learning budget • budget for local in-person social events or co-working spaces • How you’ll plan your day (and life) • We work async at Remote which means you can plan your schedule around your life (and not around meetings). Read more at remote.com/async. • You will be empowered to take ownership and be proactive. When in doubt you will default to action instead of waiting. Your life-work balance is important and you will be encouraged to put yourself and your family first, and fit work around your needs. • life-work balance • If that sounds like something you want, apply now!
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