Customer Experience - build with AI

Accountabilities:

• • Review AI agent performance and real customer interactions to improve automation coverage while maintaining high standards of customer satisfaction and support quality.
  • Identify recurring patterns and root causes across customer conversations and translate those insights into improvements to AI agents, workflows, policies, and self-service experiences.
  • Build, refine, and actively manage AI-powered customer support logic, while proactively expanding automation into new areas to reduce manual work.
  • Handle complex, sensitive, and edge-case customer issues that require investigation, judgment, and empathy, including escalations and regulatory complaints.
  • Take ownership of customer issues from initial investigation through resolution, ensuring that high-stakes cases receive appropriate attention and follow-through.
  • Develop and improve operational playbooks and processes when new customer scenarios or policy gaps emerge, working with relevant teams to review and implement solutions.
  • Partner with product, engineering, and operations teams to identify operational gaps, improve support infrastructure, and scale customer experience effectively.
  • Balance hands-on ticket management with the broader objective of building systems that progressively reduce the need for manual intervention.

  Requirements:

  • 4+ years of experience in consumer fintech, lending, or credit, with prior experience in an early-stage startup environment.
  • Hands-on experience managing regulated customer interactions, such as disputes, complaints, chargebacks, credit reporting questions, or compliance-reviewed communications.
  • Strong understanding of customer-facing issues within regulated financial services and the ability to work effectively within applicable constraints.
  • Strong quantitative and systems-thinking skills, with an ability to identify patterns, investigate root causes, and translate individual customer issues into scalable improvements.
  • Demonstrated interest in AI, automation, and data tools, with a mindset focused on using technology to increase the impact and effectiveness of customer experience operations.
  • Ability to work independently in ambiguous and rapidly changing environments, prioritize effectively, and take significant ownership and accountability for outcomes.
  • Strong cross-functional collaboration skills, with the ability to work effectively with product, engineering, and operations teams.
  • Willingness to investigate complex customer problems deeply and stay accountable until a meaningful resolution is achieved.
  • SQL experience for extracting data, identifying trends, and supporting operational analysis is a strong plus.
  • Comfortable working in a high-intensity remote environment where priorities and processes can evolve quickly.

  Benefits:

  • Remote, full-time position based in the United States.
  • Compensation of $100,000–$150,000.
  • Equity opportunity of 0.003%–0.012%.
  • Opportunity to directly influence AI-powered customer experience systems and support operations.
  • High ownership and autonomy with minimal bureaucracy.
  • Exposure to AI, automation, operational design, and scalable customer support systems.
  • Opportunity to contribute to products designed to expand access to financial tools and credit.
  • Fast-paced environment with significant opportunities for learning, impact, and professional growth.