AI Agent Architect – Gorgias – Customer Experience
About Us
Vacier is an international direct-to-consumer (D2C) brand focused on thoughtfully designed jewelry, originally built for men and now expanding into women’s collections as well. We sell minimalist, functional, and versatile pieces worldwide, shipping from our logistics partners in Europe, the USA, and Australia. In recent years, we have expanded our product lines and markets significantly, and in 2026 we are continuing this momentum through new collaborations, operational improvements, and expansion into additional countries. Customer experience plays a central role in how we scale and protect our brand.
About The Role
We are looking for an AI Agent Architect – Gorgias to take ownership of the development, optimization, and continuous improvement of Vacier’s AI-powered customer support.
The role will primarily focus on Gorgias and its AI capabilities, with responsibility for translating Vacier’s customer support policies, processes, and CX standards into reliable AI workflows, knowledge, decision-making, and escalation logic.
This is a hands-on role for someone who understands both AI/LLM systems and customer experience and enjoys improving systems through testing, analysis, and continuous iteration. At least 6 months of hands-on experience working with Gorgias is a prerequisite for this role.
The position will initially be introduced as a dedicated pilot project. The goal is to establish a strong AI-powered customer support function that is accurate, efficient, scalable, and aligned with Vacier’s CX principles. If the pilot demonstrates strong results and a long-term business need is established, the role may evolve into a permanent position with broader responsibility for Vacier’s AI customer support ecosystem.
This is a full-time role and for Sarajevo-based applicants, requires availability to visit our office 2–3 times per week.
Some of your responsibilities will include:
- Designing, configuring, and continuously improving Gorgias AI Agent workflows, instructions, knowledge, and automations.
- Translating Vacier’s customer support policies, processes, and CX principles into clear AI decision-making, resolution, and escalation logic.
- Monitoring AI conversations and performance to identify errors, knowledge gaps, inconsistencies, and potential risks, and implementing improvements accordingly.
- Establishing structured testing and QA processes to evaluate AI responses before and after changes.
- Defining which customer cases the AI can resolve independently and which cases must be escalated to a human.
- Using Gorgias GAIA Advisor and other available AI tools to identify opportunities for automation, workflow improvements, and performance optimization.
- Analyzing customer conversations and recurring support topics to identify patterns, root causes, and opportunities for improvement across the customer experience.
- Providing actionable insights and recommendations to the CX team and relevant teams across Vacier.
- Maintaining appropriate AI safeguards to prevent incorrect promises, unauthorized resolutions, inaccurate policy decisions, or other potentially harmful customer outcomes.
- Documenting AI workflows, logic, testing processes, and improvements to ensure the system remains structured, maintainable, and scalable.
You have the following:
- At least 6 months of hands-on experience working in Gorgias, with practical experience managing, configuring, or optimizing customer support workflows.
- Hands-on familiarity with Gorgias AI Agent and/or other Gorgias AI-powered features, including knowledge, instructions, automation, routing, or similar functionality.
- Practical experience working with AI, LLMs, AI agents, automation, or similar technologies.
- A strong understanding of how AI systems can be configured, tested, monitored, and improved through structured instructions, knowledge, workflows, and feedback loops.
- A strong understanding of customer support operations and customer experience, preferably within e-commerce or another customer-facing environment.
- Strong analytical and problem-solving skills, with the ability to identify patterns and translate them into practical system improvements.
- Excellent written communication and the ability to create clear, precise instructions, workflows, and decision logic.
- A structured and detail-oriented approach to testing, quality assurance, and continuous improvement.
- The ability to work independently, take ownership, and turn ideas into practical, working solutions.
- Curiosity about emerging AI capabilities and a willingness to continuously learn, test, and experiment.
- A strong understanding of the importance of human escalation, customer trust, and responsible use of AI in customer-facing environments.
Reporting & Collaboration
The role reports to the CX Lead, who retains overall ownership of Vacier’s customer experience strategy and standards. The AI Agent Architect owns how these standards are translated into and executed through Vacier’s AI support systems.
You will work closely with the CX team and relevant teams across Vacier to ensure that AI improvements are based on real customer needs, operational requirements, and business priorities.
What We Offer
- Paid Time Off and flexibility in combining work from home with work in the office.
- Competitive salary and increases based on performance and responsibilities.
- Regular online and in-person team building and social events.
- Opportunity to grow professionally and be valued in a collaborative, mindful, and innovative work environment.
- The opportunity to take ownership of an emerging AI function and directly influence how Vacier supports its customers.
- Participation in internally organized workshops and opportunities to expand the knowledge and skills relevant to AI, customer experience, operations, and the wider e-commerce business.
Why should you apply?
This is an opportunity to take ownership of an emerging function at a growing international e-commerce brand. Rather than joining an established AI department with a predefined scope, you will have the opportunity to build, test, and shape how AI-powered customer support operates at Vacier.
You will work closely with the CX team and have a direct impact on the systems, workflows, and customer interactions that support thousands of customers. As the function develops, there is potential for the scope of the role to grow beyond the initial pilot into broader ownership of Vacier’s AI customer support ecosystem.
If you enjoy working at the intersection of AI, customer experience, systems, and problem-solving, and want meaningful ownership rather than simply executing predefined tasks, this role offers the opportunity to build something from the ground up and see the direct impact of your work.
When applying, please confirm you’ve read & understood everything by adding “Royal Hamster” at the beginning of your cover letter.