Customer Experience - build with AI

Kovo • ,

1d • $100,000 - $150,000 • Remote

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 role is ideal for someone excited about improving workflows, automation, and support infrastructure, resolving complex customer issues with empathy and ownership, and learning/experimenting with AI tools to enhance customer experience at scale. Kovo is expanding access to financial tools for historically excluded individuals, believing everyone deserves economic independence. The company has experienced significant revenue growth while maintaining capital efficiency, operating with a small, high-performing team. Kovo is backed by prominent investors and industry leaders, seeking exceptional individuals to drive further growth.

Requirements

• 4+ years or equivalent depth of experience at a high-growth consumer startup operating in a technology-enabled and regulated (fintech) environment
• 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

Nice To Haves

• Familiarity with SQL for pulling data and identifying trends

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed