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.