CX AI Lead
Bloom & Wild GroupOnline Flower company
London, United KingdomLead
General Catalyst
Index Ventures
Novator
Latitude Ventures
D4 Ventures
Burda Principal Investments
Data & AI
About the role
TL;DR
Build and deploy AI agents for customer operations, focusing on quality, forecasting, reporting, and workforce management.
- •This is a hands-on building role focused on developing and deploying AI agents for customer operations.
- •You will work with the Customer Delight team to improve quality assurance, forecasting, reporting, and workforce management.
- •Key Responsibilities Automate quality scoring for customer interactions.
- •Build a self-improving forecasting agent for operational planning.
- •Automate agent-level and functional reporting, including a "manager bot".
- •Integrate forecast and schedule in the WFM platform.
- •Stress-test the AI chatbot with real-world scenarios.
- •Requirements Proven experience building and shipping AI agents that have run in production.
- •Ability to set direction and identify when things are off course.
- •Strong communication skills to explain AI capabilities to non-technical teams.
- •Honest forecasting and reliance on data to avoid fitting noise.
- •Hands-on experience with automation/low-code platforms like Gumloop, Claude, n8n, Make, Zapier, Retool, and ideally Zendesk.
Required skills
Anthropic APIOpenAI APIPythonSQL
Domain expertise
ecommerceretail
Benefits & perks
Flexible working, Work from abroad, 25 days holiday, Birthday off, Flexible bank holidays, Paid volunteering day, Investment in growth, AI tools, Product discounts, ClassPass credits
Tech stack
PythonJavaScriptSQLBashAnthropic APIOpenAI API