Customer Experience - build with AI

Summary

Kovo is expanding access to financial tools for people historically excluded from the traditional credit system. The Customer Experience role combines hands-on support with improving AI-powered workflows, automation, and support systems to increase efficiency and maintain customer satisfaction. The role also involves handling complex customer issues, escalations, regulatory complaints, and high-stakes scenarios.

Responsibilities

• 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

Skills

• • You've spent time in consumer fintech, lending, or credit. You know what a dispute, a chargeback, or a credit reporting question looks like from the customer's side, and you're comfortable working inside regulatory constraints
• • You want to improve the workflows, automation, and support infrastructure, not just work inside them
• • You take ownership of complex customer issues and stay on them until they're actually resolved
• • You're already experimenting with AI tools and want to use them to scale support quality, not just volume
• • 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
• • You write the playbook as often as you use it. When a customer situation has no rule yet, you draft one, get it reviewed, and ship it. Gaps in policy are yours to close, not escalate
• • 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 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
• • SQL for pulling data and spotting trends is a strong plus

Qualifications

Must Haves

• • You've spent time in consumer fintech, lending, or credit. You know what a dispute, a chargeback, or a credit reporting question looks like from the customer's side, and you're comfortable working inside regulatory constraints
• • You want to improve the workflows, automation, and support infrastructure, not just work inside them
• • You take ownership of complex customer issues and stay on them until they're actually resolved
• • You're already experimenting with AI tools and want to use them to scale support quality, not just volume
• • 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
• • You write the playbook as often as you use it. When a customer situation has no rule yet, you draft one, get it reviewed, and ship it. Gaps in policy are yours to close, not escalate
• • 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 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

Nice to Haves

• • SQL for pulling data and spotting trends is a strong plus

Benefits

• 0.003% – 0.012% equity
• Offers benefits