About Reap
Reap is a global financial technology company headquartered in Hong Kong with employees across multiple countries. We enable financial connectivity and access for businesses worldwide by combining traditional finance with stablecoins for efficient money movement.
Through our stablecoin-powered corporate cards, payments, and expense management tools, we streamline financial operations and help businesses scale. Our APIs enable businesses to integrate stablecoin-enabled finance into their own products and servicesfrom issuing Visa cards to facilitating cross-border payments.
Backed by leading investors including Index Ventures and HashKey Capital, Reap is building the future of borderless, stablecoin-enabled finance.
The Role
We're hiring an
AI Automation Engineer for Customer Experience (CX).
You will
report to the Head of CX (who is also the Chief of Staff) and work with
high autonomy, with a direct line to the Chief of Staff.
This is not a blank slate automation role. You'll help modernise and scale an existing, real-world CX organisation (35 people) with established processes, legacy workflows, and live customer commitments.
You will work closely with CX leadership and frontline teams to
identify high-impact automation opportunities,
ship reliable AI-enabled workflows, and
scale what works across a complex environment (multiple tools, edge cases, compliance considerations, and ongoing change management).
This role exists to
enable the CX AI strategy: moving CX toward an AI-first operating model where routine work is automated by default, and people focus on exceptions, judgment calls, and customer outcomes. You'll help the team turn that vision into shipped systems and into measurable improvements in speed, quality, and productivity.
Expect a blend of
engineering,
ops systems design, and
hands-on delivery. We need a
self-starter who can own problems end-to-end with minimal hand-holding, proactively engage the right stakeholders, and drive outcomes.
You'll build and maintain automations that need to keep working when the organisation changes, volumes increase, and exceptions happen.
What You'll Do
- Partner with CX leaders and frontline teams to map current workflows, pain points, and tribal knowledge, then translate them into automation roadmaps.
- Align with key stakeholders across CX, Platform, and Engineering to unblock delivery, manage dependencies, and drive adoption.
- Build and deploy AI-enabled automations and internal tools that improve speed, quality, and consistency of CX operations (triage, routing, drafting, knowledge, QA, reporting).
- Advise on what AI-ready foundations should look like (data quality, tagging/taxonomy, documentation readiness, and tooling), and partner with the broader CX team to prioritise and execute the work.
- Design solutions for scale and complexity (including edge cases, organisational change, and safe adoption).
- Own an end-to-end delivery loop: prototype pilot with a team measure impact iterate roll out.
- Create clear documentation, runbooks, and enablement materials so solutions are maintainable and adoptable.
What We're Looking For
- 5+ years of experience, or an equivalent track record of building things that work.
- Proven experience shipping automations in a live operating environment (support, operations, customer success, or similar), where workflows have edge cases and real consequences.
- Experience with AI automation tools.
- Practical experience using LLMs in production workflows (prompting, structured outputs, evaluation, guardrails). Experience with evaluation/monitoring for AI workflows (quality checks, sampling, feedback loops).
- Strong foundation in coding (JavaScript/TypeScript or Python) and comfort integrating APIs.
- Strong systems thinking and process improvement mindset: you design for reliability, scalability, and maintainability, not just demos.
- Able to work through ambiguity, influence stakeholders, and drive adoption across an existing team.
- Clear communicator who can translate between frontline needs, leadership goals, and technical implementation.
Nice to Have
- Experience with Zendesk (or similar ticketing/CRM tools), including working with ticket/workflow data. The exact architecture will evolve, you'll help shape it.
- Portfolio, GitHub, or demos of automation work shipped into real teams.
What Success Looks Like
- Within the first 6090 days, you've shipped multiple agent workflows into production, with measurable impact (time saved, faster resolution, or improved quality).
- Over 36 months, CX has a repeatable pipeline for finding, prioritising, and shipping automations (from workflow mapping build rollout measurement).
- CX is meaningfully closer to an AI-first model: more work is resolved through self-serve and automation, and the team spends more time on high-impact exceptions.
- You've clarified the recommended AI readiness foundations (data/taxonomy, documentation, tooling direction) and helped the team move the highest-leverage prerequisites forward.
Why Join Us
- You'll work on high-leverage problems where small improvements compound across a 35-person CX organisation.
- You'll help build an AI-enabled operating system for CX that scales with customer volume and complexity.
- You'll ship quickly, but with a focus on durable, production-ready workflows not just prototypes.
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