Customer Experience - build with AI
About The Position
Join an early-stage startup focused on accelerating economic opportunity. This multi-faceted role combines hands-on customer support with operational thinking and continuous improvement of AI-powered support systems. The ideal candidate has experience in consumer fintech, lending, or credit, understands regulatory constraints, and is eager to improve workflows and automation. This role is for someone who takes ownership of complex customer issues and experiments with AI tools to scale support quality. Kovo is expanding access to financial tools for individuals historically excluded from the traditional credit system. The company has experienced significant revenue growth while maintaining capital efficiency and has achieved positive free cash flow. Kovo is backed by prominent investors and built by experienced professionals from leading fintech companies. The team values speed, learning, and impact, offering high ownership with minimal bureaucracy. However, roles and priorities can evolve quickly, and the pace of execution is intense, not optimized for work-life balance.
Requirements
- 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
- Comfortable working inside regulatory constraints
- Ability to improve workflows, automation, and support infrastructure
- Takes ownership of complex customer issues and stays on them until they're actually resolved
- Experimenting with AI tools to scale support quality
- 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
- 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
- When a customer situation has no rule yet, draft one, get it reviewed, and ship it
- 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)
Nice To Haves
- SQL for pulling data and spotting trends is a strong plus
Responsibilities
- Build and iterate on AI CX systems
- 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
- Support customers on complex, sensitive, or edge-case issues that require manual investigation
- Handle escalations, regulatory complaints, and high-stakes scenarios with care and ownership
- Follow issues through until there is a real resolution
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
