# CX AI & Automation Lead Remote from[EMEA](https://jobicy.com/job-region/emea.md)Salary, yearly, EUR 39,850 - 89,650Department [Technical Support](https://jobicy.com/categories/technical-support.md) Employment type Full Time, Job posted10 Jun 2026Apply before10 Jul 2026Experience level Senior Views / Applies 2077 / 74 [About company](https://jobicy.com/company/remote.md) * Share About [Remote](https://jobicy.com/company/remote.md) Helping companies hire and pay global teams effortlessly. [Human Resources](https://jobicy.com/company-category/human-resources.md) * 2019 Actively Hiring Verified job posting This job post has been [manually reviewed](https://jobicy.com/tools/help-center/employee/how-does-jobicy-verify-the-legitimacy-of-remote-job-listings.md) for authenticity and compliance. ### AI Summary Remote is seeking a CX AI & Automation Lead to drive the automation and AI capabilities within the Customer Experience organization. This core technical and program leadership role requires a rare combination of hands-on technical skills (APIs, webhooks, AI-assisted development) and program management to deliver end-to-end solutions. The role offers significant autonomy within agreed priorities, working closely with CX leadership to shape strategy and execute from scoping to production. Ideal for a 'manager of one' who can navigate complex cross-functional work while building and shipping technical systems. The position is fully remote, with a focus on empowering the CX team through scalable tooling. ### Role DNA Job Complexity Easy Hard Pace & Pressure Relaxed Fast-paced Autonomy Level Guided Full Ownership Communication Load Independent Highly Collaborative AI Insight The role demands a rare blend of deep technical expertise, program management, and cross-functional communication skills, making it challenging even for experienced professionals. ### Salary Analysis Median Market Rate EUR64,750EU Market EUR45k – 105k 0 EUR116k AI Insight The offered salary range of EUR 39,850 - 89,650 is competitive for a lead role in Europe, though the lower end may be below market for experienced candidates. The median of EUR 64,750 aligns well with market rates for CX AI and Automation leads in the region. ### Core Skills Required [Artificial Intelligence](https://jobicy.com/jobs?search_keywords=Artificial+Intelligence.md) [Automation](https://jobicy.com/jobs?search_keywords=Automation.md) [Customer Experience](https://jobicy.com/jobs?search_keywords=Customer+Experience.md) [Program Management](https://jobicy.com/jobs?search_keywords=Program+Management.md) [API Integration](https://jobicy.com/jobs?search_keywords=API+Integration.md) [Webhooks](https://jobicy.com/jobs?search_keywords=Webhooks.md) [Operational Efficiency](https://jobicy.com/jobs?search_keywords=Operational+Efficiency.md) [Cross-functional Collaboration](https://jobicy.com/jobs?search_keywords=Crossfunctional+Collaboration.md) [AI-assisted Development](https://jobicy.com/jobs?search_keywords=AIassisted+Development.md) [Technical Leadership](https://jobicy.com/jobs?search_keywords=Technical+Leadership.md) ### Cover Letter Sample Dear Hiring Team, I am excited to apply for the CX AI & Automation Lead role at Remote. With my background in building automation systems and leading cross-functional programs, I can drive the technical and operational improvements needed to scale CX. I have hands-on experience with APIs, webhooks, and AI-assisted development, and I thrive in autonomous roles that demand both technical depth and strategic thinking. I look forward to contributing to Remote's innovative culture and helping define the future of work. Sincerely, [Your Name] Copy ### Sample Interview Questions Can you describe a time you built an automation system that improved CX efficiency? What tools and approaches did you use?In my previous role, I implemented a ticket routing automation using Zapier and custom webhooks that reduced response time by 30%. I mapped the existing workflow, identified bottlenecks, and built a system that automatically categorized and assigned tickets based on keywords and customer history. This freed up agents to focus on complex issues.How do you balance automation with maintaining a human touch in customer support?Automation should handle repetitive tasks but not replace genuine human interaction. I ensure that automated responses are clearly framed as initial support, with easy escalation to a human. For sensitive issues, I design automation to gather context and then route to the right specialist, preserving empathy and personalization.Describe your experience with AI-assisted development tools like Claude Code or Cursor. How do they fit into your workflow?I regularly use AI-assisted tools to accelerate prototyping and debugging. For example, I used Claude Code to generate boilerplate API integrations and Cursor to refactor legacy code. However, I always review and test the output to ensure quality. These tools enhance my productivity without replacing my judgment.How do you manage cross-functional stakeholders when implementing a new CX automation initiative?I start by aligning on goals with CX leadership and key business owners. Then I create a clear project charter with milestones, communicate regularly via async updates and sync meetings, and involve stakeholders in testing. I translate technical trade-offs into business impact to gain buy-in and manage expectations.Can you walk us through a complex technical project you led end to end, from scoping to production?I led the development of a self-service portal for a SaaS company. I gathered requirements, designed the architecture using microservices and a low-code platform, managed integration with CRM and ticketing systems, and oversaw QA and deployment. Post-launch, I iterated based on user feedback, achieving a 40% reduction in support tickets. ## 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](https://signalvnoise.com/posts/1430-hire-managers-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 * 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 * You’ll report to: Senior Manager, CX Business Operations * Team: Customer Experience * 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; * Start date: As soon as possible ## 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](https://www.notion.so/Veremark-Remote-96e108c037b8423cbd4c3f07a1f9b38b) Remote’s [Total Rewards philosophy](https://www.notion.so/remotecom/people-Total-Rewards-1945bce8d3924ece9421ba8630f57b0c) 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€39.850—€89.650 EUR ## Benefits Our full benefits & perks are explained in our handbook at [remote.com/r/benefits](http://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](https://remote.com/async)) * 16 weeks 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 ## 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](https://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. If that sounds like something you want, apply now! ## How to apply * Please fill out the form below and upload your CV with a PDF format. * We kindly ask you to submit your application and CV in English, as this is the standardised language we use here at Remote. * If you don’t have an up to date CV but you are still interested in talking to us, please feel free to add a copy of your LinkedIn profile instead. We will ask you to voluntarily tell us your pronouns at interview stage, and you will have the option to answer our anonymous demographic questionnaire when you apply below. As an equal employment opportunity employer it’s important to us that our workforce reflects people of all backgrounds, identities, and experiences and this data will help us to stay accountable. We thank you for providing this data, if you chose to. Please note we accept applications on an ongoing basis. Show more [Apply now >](https://jobicy.com/jobs/146046-cx-ai-automation-lead.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. 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