AI & Automation Specialist, Customer Experience

About Us

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.

What You Will Own

AI agents for customer support. Configure, optimise and extend the AI agents that resolve customer conversations autonomously. Own prompt engineering, knowledge base design and conversation flows. Build the evaluation and guardrails that catch a wrong answer, an unauthorised refund or a policy breach before a customer sees it.

Internal process automation. Find the repetitive work across support, quality review, reporting and escalations, and automate it. Every automation is measured in hours returned to the team.

Dashboards and reporting. Build automated CX dashboards that pull from helpdesk, telephony and order systems through APIs, so the numbers refresh on their own.

Integrations. Connect Yuma, Richpanel, Aircall, Shopify and Checkout Champ so information moves without copy and paste. Own monitoring and failure handling, not only the happy path.

Requirements

What We Are Looking For

You have built and shipped an AI agent, LLM application or automation that real customers or users depended on in production. Not a prototype and not a course project.

You write Python (or equivalent) well enough that other people rely on your code, and you are fluent with REST APIs, webhooks, authentication and structured data.

You have hands-on LLM experience through the API, with Claude, GPT or similar: system prompts, context design, tool calling, and some form of evals or automated testing of model output.

You understand, or can quickly learn, how a support operation works: ticket queues, escalations, refunds, subscriptions. Experience with CX teams or helpdesk automation is a strong plus.

Richpanel, Aircall and Yuma are a plus, not a requirement. We would rather hire a builder who learns our platforms than someone who can configure them but cannot build.

You bring decisions, not questions. When something breaks, you arrive with the cause, the options and your recommendation.

Benefits

What We Offer

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.