Customer Experience - 4th hire, build with AI

📋 Description

• Review AI agent performance and real customer interactions to ensure automation handles more cases
• Identify patterns across conversations and use them to improve agents, workflows, and self-serve
• 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

🎯 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
• SQL for pulling data and spotting trends is a strong plus.
• Strong quantitative/systems thinker who looks for patterns and root causes, not just individual
• Motivated to use AI, automation, and data tools to push the boundaries of what a single individual
• Self-starter who thrives in ambiguity, handles shifting priorities fluidly, and works effectively

🎁 Benefits

• Direct impact on millions of people’s ability to access credit
• High ownership with minimal bureaucracy
• Speed, learning, and impact are core values
• Offers benefits