About this role.
This is a senior Customer Experience operations role focused on building and operating AI-enabled automations, integrations, and internal tooling at scale. The lead owns initiatives from discovery and technical scoping through production rollout, measurement, iteration, and documentation. Core work includes AI agents, Zendesk applications, REST APIs, webhooks, MCP-based integrations, and low-/no-code automation platforms. Success depends on translating frontline support needs into reliable technical solutions with strong governance, human oversight, and auditability. The role also requires substantial cross-functional program leadership across CX, engineering, product, and data teams in an asynchronous remote environment.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
5/5Pace & Pressure
4/5Autonomy Level
5/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader EU market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would explain the customer or agent problem, the workflow architecture, and the points where AI output could be uncertain. I would describe controls such as confidence thresholds, human-review queues, fallback paths, logging, audit trails, and monitoring, then share outcome metrics such as reduced handling time, improved resolution quality, or lower escalation rates.
I would first map the workflow, quantify frequency and impact, identify root causes, and assess the risk of incorrect automation. Automation is appropriate when the task is repetitive, rules or context are sufficiently reliable, and benefits exceed maintenance and governance costs; otherwise, I would recommend a process, documentation, training, or product solution.
I would define the business event, system ownership, data contracts, authentication approach, idempotency strategy, and expected failure behavior before building. I would implement validation, retries, observability, alerting, and reconciliation processes, document the integration clearly, and test with representative operational edge cases before phased release.
I would establish the target outcome, success metrics, decision owners, dependencies, risks, and a sequenced delivery plan. I would use short discovery cycles to resolve unknowns, communicate trade-offs in plain language, maintain an accessible decision log, and provide regular progress updates so stakeholders can act on blockers early.
I would pair operational metrics with quality and customer measures. Depending on the use case, I would track automation adoption and completion rates, manual touches avoided, handling time, first-contact resolution, reopens, escalation rates, error rates, specialist satisfaction, customer satisfaction, and the cost or risk introduced by the workflow.
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
- 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; EMEA or AMER
- 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
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
- budget towards co-working spaces, learning and wellness (including gym memberships)
- mental health support services
- stock options
- home office budget & IT equipment
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.
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.
Not only do we encourage folks from all ethnic groups, genders, sexuality, age, abilities, disability status and any other under-represented group to apply, but we prioritize a sense of belonging. We have 4 ERGs (Women, Disability, Queer, Minorities in Tech) who meet regularly with the People team. During your interviews and beyond, we ask & encourage anybody who needs an accommodation to request one from their recruiter.
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.
At Remote, we embrace AI as a valuable tool while prioritizing human creativity and authenticity. We look forward to meeting candidates who balance innovation with genuine expertise and experience. To learn more about Remote’s AI guidelines check see here.
Please note we accept applications on an ongoing basis.
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