AI & Automation Specialist, Customer Experience

HarZa Group builds and scales direct-to-consumer brands in health and wellness. The team has taken e-commerce brands from zero to seven and nine figures, and is now building the team behind Oralux, our oral health brand. We are close to 150 people across more than 15 countries: remote-first, async-first, and held to a high standard of ownership. The one constant across every role is overlap with our 8am to 12pm EST collaboration window.

The Role

This is a technical role whose domain is customer experience. It is not a support role with AI added on top.

Our CX operation serves a large DTC ecommerce customer base across email, chat and phone. An AI agent platform, Yuma, already handles a share of customer conversations, and we know it can do far more than it does today. You will own it: how it is configured, what it resolves on its own, where it hands off to a person, and why. Where Yuma stops, you build, using LLMs through the API, Python and integrations between our systems.

The goal is simple to state. More conversations resolved with no human, less repetitive work for the team, and CX performance visible in automated dashboards instead of reports built by hand. We want customer support automation to carry our growth, not headcount.

• A fully remote position under a direct international contractor agreement, with real ownership of the AI layer of a scaling CX operation and direct access to the Head of CX.

• Wellness stipend.

• Performance bonus structure.

• Paid time off.

• Sick leave.

• Parental leave.