CX AI & Automation Lead

About Remote

Remote is solving modern organizations’ biggest challenge – navigating global employment compliantly with ease. We make it possible for businesses of all sizes to recruit, pay, and manage international teams. With our core values at heart and future focused work culture, our team works tirelessly on ambitious problems, asynchronously, around the world. You can find Remoters working from 6 different continents (Antarctica left to go!) and all of our positions are fully remote.

With Innovation as one of the core values, we have built Automation and AI capabilities into the requirements for every role.

We encourage every member of the Remote team to bring their talents, experiences and culture to the table to help us build the best-in-class HR platform.

If you are energetic, curious, motivated and ambitious, be part of our world. Apply now and define the future of work!

What this job can offer you

• This role is a core technical and programme lead position within CX Operations, working alongside CX leadership and cross-functional partners to build the automation and AI capabilities that shape how the team operates at scale.

You will own delivery end to end. You will work closely with CX leadership as priorities are shaped, bringing technical and operational input to inform decisions, bring technical judgment and operational context to those conversations, and then lead the work from scoping through to production and iteration. You will bring technical judgment and operational context to scoping discussions, and work with significant autonomy within agreed priorities to see initiatives through from design to production, while working as part of a broader team, not in isolation.

The combination this role asks for is not common: someone technically confident to build and ship, with the programme management skills to run complex cross-functional work, and the communication skills to make both sides legible to each other. If that combination describes you, this is a role where you will have real ownership, real impact, and real variety.

How this role contributes to the department's and company's goals

As Remote grows and the complexity of its customer base increases, CX has to maintain quality and responsiveness without being overwhelmed by volume or operational fragmentation. Automation and AI are central to how we do that, not by replacing good judgment, but by removing friction, surfacing the right information at the right moment, and giving specialists the tools to focus on work that actually requires a human.

Beyond efficiency, this role is about empowering the CX team. The tooling and automation built here determine how well our specialists can do their jobs, how quickly customers get real resolution, and how effectively CX can absorb new products, new partners, and growing complexity. That impact is direct and measurable.

What you bring

• 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.

Key Responsibilities

Automation & AI Development …