AI Agent Builder - Customer Service

At Flix, we offer a dynamic work environment with competitive pay, strong growth opportunities, and a tech-driven approach to making travel more accessible, sustainable, and affordable.  

Flix is building a digital workforce of AI agents to change how customers get help, and CS needs to shape, train and adapt that workforce at the speed of the business. As AI Agent Builder, you are the hands-on builder behind it, turning customer needs into agentic workflows and keeping them improving in production.

As our agents scale across every channel, your impact scales with them. You own how customers are understood, informed and guided, from the first message to the right answer or handover. You work closely with the business lead, Product, Engineering and the process automation team, within the security, privacy and compliance guardrails that come with every agent touching customer data and systems.

About the Role

• Agent build and ownership: scope, design and build customer-facing AI agent workflows E2E, from the customer need through configuration, testing, launch and ongoing tuning. Use platform-configurable and low-code tooling wherever it fits, and prototype quickly to prove value before engineering investment is committed.
• Prompt and agent logic: own prompt management and agent logic as a core discipline. Design, version and iterate prompts, classification, escalation rules, tone and brand voice, so that live agents stay accurate, consistent and reliable.
• Quality and monitoring: define test cases and success criteria for everything you build, and act as the quality and release gate for your changes. Monitor live performance, trace anomalies to their root cause, and fix them or escalate with full context.
• Security and ways of working: build within Flix security, privacy and compliance standards, and involve Engineering, Security and Legal early on anything touching customer data or core systems. Connect agents to internal systems and to the process automation team's tooling, and help define who owns what across CS, Product, Engineering and process automation.
• Cross-functional collaboration: partner with the CS Design and Digital Solutions Lead and the AI Product Lead on discovery and prioritisation, with business goals and outcomes set by them. Work with the process automation team, which owns process definition and back-office decisions and execution such as entitlement and refunds. Make trade-offs between impact, effort and risk visible, and execute on the agreed priorities.
• Open mandate: apply the same approach wherever AI can remove customer effort. That may be help centre and self-service touchpoints, predictive and proactive support, real-time information such as live trip status, or configuring system UIs that speed up intake and agent tasks. Spot the highest-impact opportunities as our digital workforce scales and bring them to the table.

About You

• Build experience in a business function: 3+ years in operations, automation, digital delivery or similar roles, ideally in customer service or customer experience, with automations or AI workflows you built and ran in live production.
• Agentic and LLM expertise: hands-on experience building with LLMs, including prompt engineering, agent workflows and knowledge grounding, and a clear view of where AI adds value and where it doesn't.
• Low-code and technical fluency: experience with automation or conversational AI platforms. A working grasp of APIs, webhooks and JSON is a plus, and you are comfortable reading logs and responses to find out what went wrong.
• Systems and analytical mindset: you see how channels, tools, data and agents connect, trace failures across them, and turn performance data into targeted improvements. You define how you will measure success before you build.
• Initiative within a broad mandate: you work from a goal rather than a task list, spot opportunities beyond your brief, and use judgement on when to move fast and when to bring in Engineering, Security, Legal or process owners.
• Cross-functional collaboration: excellent communication and stakeholder management across Business, Operations, Product and Tech, including influencing without authority when shared resources are limited.
• Execution focus: proactive and detail-oriented, with a strong bias for action, a simplification mindset, and the ability to manage operational complexity.

We recognize that everyone carries a unique set of valuable skills and experiences. If you think you could have an impact even though you don't meet 100% of the requirements, we still encourage you to apply. We want to hear from you!  

What We Offer

• Travel perks: 12 free Flix vouchers + 12 discount vouchers for friends & family. 
• Work from (M)Anywhere: Depending on your role, work from another location for up to 60 days per year. 
• Hybrid work model: We are an office-first company, but we offer flexibility to balance work and life. 
• Wellbeing support: Access confidential 1:1 counselling, courses, and stress management for yourself and up to four family members. 
• Learning & Development: Take advantage of language classes, training courses, and expert-led sessions to grow your skills. 
• Mentoring Program: Connect with experienced colleagues to gain insights and accelerate your career. 

To view more local benefits specific to each office location, please check out this link: Locations - Flix Career

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Why Join Flix?

At Flix, you’ll find teams that rally together to overcome challenges and spark creativity. We believe in ownership culture - giving you the freedom to take initiative, make an impact, and shape your own career path.
As we continue to expand across the globe, you can make a real difference in how we work.

If you’re ready to grow and lead your journey, Flix is the place for you!