Customer Experience - Build with AI

Kovo

18h•Remote

About The Position

Join an early-stage startup. Unlock access to credit. Accelerate economic opportunity. Join us our Customer Experience team focused on building AI-powered systems at scale. This full-stack role is a mix of customer support engineering and customer service, and is a good fit if you’re excited about: Improving automation, managing AI agents, and strengthening support infrastructure Resolving day-to-day issues and escalations for customers About us Kovo is transforming financial access for underserved Americans. We believe everyone deserves the opportunity for economic independence. Our innovative financial empowerment platform creates pathways to credit and financial inclusion, empowering individuals traditionally excluded from financial opportunities. We've scaled revenue 20x over the past three years, and our revenue efficiency (revenue per employee) is benchmarked at the 99th percentile. This is a venture-scale company that has started generating positive free cash flow early in its lifecycle, resulting in less dilution for our employees as we accelerate momentum without being dependent on venture funding to stay alive. We're seeking exceptional individuals eager to help us scale another 20x and beyond. Kovo is backed by Inspired Capital and Homebrew, along with founders and leaders from Plaid, Column, Ramp, Affirm, Cash App, NerdWallet, Alloy, MoonPay, Uber, Etsy, LendingClub, Grindr, and more. Why you might be excited about us Direct impact on millions of people’s ability to access credit High ownership with minimal bureaucracy Speed, learning, and impact are core values Why you might not be excited about us Roles and priorities evolve quickly Some systems and processes are still being built The pace of execution and career growth is intense (not optimized for work-life balance) About the role Customer experience at Kovo is evolving quickly. AI and automation handle the majority of routine questions, and your impact in this role will come from improving those systems and pushing the limits of what they can handle. The goal is to handle customer inquiries as efficiently as possible while maintaining high quality and customer satisfaction. That means strengthening AI agents, refining support logic, and designing systems that reduce the need for manual intervention over time. Handling tickets manually is still a core part of the role. You’ll still dive deep into complex or high-stakes issues when human judgment is required. But you’ll also help shape the foundation of AI-powered customer experience at Kovo. Building systems that reduce the need for human intervention is the goal.

Requirements

You have an attitude of "I will do whatever it takes to solve a problem"
Comfortable in a high-intensity role with significant ownership and accountability. Willing to move quickly, prioritize well, and follow through under tight timelines
Energized by building systems that expand financial access for millions of underserved individuals
Thrive in a high-intensity remote work environment (you want more than a normal 8-5 job)
Strong quantitative/systems thinker who looks for patterns and root causes, not just individual cases
Motivated to use AI, automation, and data tools to push the boundaries of what a single individual can accomplish
Self-starter who thrives in ambiguity, handles shifting priorities fluidly, and works effectively across product, engineering, and operations
Willing to dive deep into complex customer problems and follow them through to resolution
4+ years or equivalent depth of experience of customer-facing experience in a technology-enabled startup environment

Nice To Haves

Background in credit, fintech, or other regulated environments
Familiarity with SQL for pulling data and identifying trends

Responsibilities

Build and iterate on AI CX systems
Build AI CX agents that process all incoming tickets
Review AI agent performance and real customer interactions to ensure automation handles more cases efficiently while maintaining high quality and customer satisfaction
Identify patterns across conversations and use them to improve agents, workflows, and self-serve experiences
Build, refine, and actively manage AI-driven support logic
Proactively expand automation into new areas to reduce manual work and increase system coverage
Go deep when human judgment matters (when AI is unable to resolve issues)
Support customers on complex, sensitive, or edge-case issues that require manual investigation
Handle escalations and high-stakes scenarios with care and ownership
Follow issues through until there is a real resolution