Customer Experience - 4th hire, build with AI
Kovo · Remote · United States ·
COMPENSATION
$100k – $150k
Listed on the employer's job board (Ashby)
- Fully remote
- Consumer fintech
- AI & automation focus
- Early-stage startup
- High ownership
As the fourth hire in Customer Experience, you will shape the future of AI-driven support at Kovo. This position blends hands-on resolution of high-stakes customer issues with operational work to enhance automation and support infrastructure.
What you'll do
- Review AI agent performance and customer interactions to ensure quality
- Identify conversation patterns to improve agents and self-serve experiences
- Build and manage AI-driven support logic to expand automation coverage
- Resolve complex, sensitive, or edge-case issues requiring human judgment
- Handle escalations and regulatory complaints with care and ownership
- Draft policies and close gaps where no existing rules apply
What you'll need
- 4+ years of experience in consumer fintech, lending, or credit
- Prior experience working in an early-stage startup is required
- Hands-on experience with regulated interactions like disputes or complaints
- Comfortable working in a high-intensity environment with tight timelines
- Strong systems thinker who identifies root causes and patterns
- Self-starter who thrives in ambiguity and shifting priorities
Nice to have
- Proficiency in SQL for data pulling and trend spotting
- Experience experimenting with AI tools to scale support quality
Stack
- SQL
- AI tools
- Automation platforms
How you'll work
- Fully remote position
- High-intensity work environment
- Not optimized for standard work-life balance