CX AI & Automation Lead

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Lead and contribute to the execution of CX automation and AI projects, encompassing scoping, design, production, and continuous improvement.

• Develop and sustain AI agents and automated workflows that enhance specialist performance, minimize manual tasks, and ensure consistency throughout CX operations.

• Implement AI functionalities responsibly: design with failure in mind, incorporate necessary human oversight, and uphold the logging and auditability standards expected in a customer-facing support environment.

• Stay informed about advancements in AI and automation tools, providing well-considered recommendations for your manager and the CX leadership team to assess.

• Take ownership of the technical implementation of CX tools: the integrations, applications, and automated workflows that connect the platforms relied upon by CX teams daily.

• Develop and manage integrations across the CX technology stack, including Zendesk and its application framework, Remote's internal platform, REST APIs, webhooks, and emerging integration standards like MCP, ensuring accurate data flow, reliable triggers, and robust performance under operational demands.

• As Remote's customer and partner base expands, assist with the CX tooling needs that arise: new channels, additional integrations, and escalating complexity.

• Oversee intricate, multi-phase delivery: manage dependencies, communicate proactively, and ensure initiatives progress without requiring follow-ups.

• Maintain comprehensive documentation for all responsibilities. Accurate, accessible documentation is a key element of completion, not an afterthought.

• Identify technical debt, undocumented procedures, and vulnerable points within the CX automation framework and systematically address them.

• Utilize operational data and CX performance metrics to guide priorities and validate successful strategies. Enhance visibility into the impact of automation for CX leadership.

• Establish success metrics for each initiative, monitor them, and utilize them to inform decisions regarding iterations or discontinuation.

• Collaborate closely with CX operations and front-line teams to identify workflow challenges, validate solutions prior to deployment, and support their adoption post-launch.

• Partner with engineering, product, and data teams across Remote to align on architecture and escalate issues that require more than just automation for resolution.

• Maintain clear and consistent communication with stakeholders at all levels: operational teams, CX leadership, and cross-functional partners.

⛳️ Requirements

• A self-sufficient manager: you recognize necessary tasks, set your own course, and deliver results without needing reminders. You prioritize action and ensure closure of your responsibilities.

• Strong program management skills complemented by technical expertise. You can outline a complex initiative, engage stakeholders across various functions, communicate effectively with non-technical audiences, and oversee the entire process from inception to completion.

• Practical experience in developing automation and integration systems within a CX, support, or operations framework. You understand the intricacies of support workflows: what hinders agents, the essence of effective resolution, and what tools genuinely assist versus those that merely impress in demonstrations.

• Technical proficiency: you can construct, read, and troubleshoot code; design and interact with APIs, webhooks, and integration standards including MCP; and operate efficiently with AI-assisted development tools like Claude Code, Codex, or Cursor as integral parts of your workflow. You take full ownership of complex technical systems from design to production.

• Significant experience with low-code and no-code workflow platforms such as n8n, Make, Zapier, Retool, Gumloop, or similar, to create and manage cross-system automations.

• You discern when automation is appropriate and when it is not. You assess the problem before resorting to a tool and are equally comfortable arguing against automation as you are in implementing it.

• Experience in deploying AI agents or AI-assisted workflows in a production setting, including designing for potential failures, incorporating human oversight, and ensuring auditability.

• The capability to translate between operational requirements and technical limitations in both directions, clearly, without jargon, and at the appropriate level of detail for the audience present.

• You document your creations. Not as an afterthought, but as an integral part of your workflow.

• Fluent in written and spoken English.

• Experience in a remote-first work environment is advantageous but not mandatory.

🏝️ Benefits

• Work from anywhere

• Flexible paid time off

• Flexible working hours (we operate asynchronously)

• 16 weeks of paid parental leave

• Mental health support services

• Stock options

• Learning budget

• Home office budget & IT equipment

• Budget for local in-person social events or co-working spaces