Customer Experience - build with AI

This is a remote, full-time opportunity focused on shaping the future of AI-powered customer support in an early-stage environment.
The role combines hands-on customer experience with operational problem-solving and continuous improvement.
You’ll help evaluate and improve AI-driven support systems, workflows, and self-service experiences.
You’ll also take ownership of complex, sensitive, and high-stakes customer issues where human judgment and empathy are essential.
The position offers significant autonomy and the opportunity to identify gaps, build processes, and expand automation.
You’ll work closely with product, engineering, and operations teams to improve support quality and efficiency at scale.
This is a high-intensity environment suited to someone who enjoys rapid execution, ambiguity, and building systems from the ground up.

• 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.

• 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.