Customer Experience - 4th hire, build with AI

The role

This role combines hands-on customer support with operational thinking to build and iterate on AI-powered CX systems. You will improve workflows, identify patterns in customer conversations, and handle complex or high-stakes customer issues.

What you will do

• Build and iterate on AI CX systems
• Review AI agent performance and real customer interactions
• Identify patterns across conversations to improve agents and workflows
• Build, refine, and actively manage AI-driven support logic
• Expand automation into new areas to reduce manual work
• Support customers on complex, sensitive, or edge-case issues
• Handle escalations, regulatory complaints, and high-stakes scenarios
• Handle tickets manually
• Follow issues through until there is a real resolution

Required qualifications

• 4+ years in consumer fintech, lending, or credit
• Early stage startup experience required
• Hands-on experience with regulated customer interactions such as disputes, complaints, or compliance-reviewed communications
• Strong quantitative/systems thinker
• Self-starter who thrives in ambiguity
• Willing to dive deep into complex customer problems

Nice to have

• SQL for pulling data and spotting trends

About the company

Kovo is expanding access to financial tools for people historically excluded from the traditional credit system. The team is backed by Inspired Capital and Homebrew.