Customer Experience - 4th hire, build with AI

Join an early-stage startup.
Accelerate economic opportunity.

Join us as the 4th Customer Experience hire helping shape the future of AI-powered support at Kovo. This multi-faceted role combines hands-on customer support with operational thinking and continuous improvement of the systems that power customer experience at scale.

This role is a good fit if:

• 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.

• Kovo is expanding access to financial tools for people historically excluded from the traditional credit system. We believe everyone deserves the opportunity for economic independence, and we’re building products that help people establish financial identity and unlock opportunity.

• Over the past three years, Kovo has grown revenue 20x while maintaining exceptional capital efficiency. We rank above the 99th percentile in revenue-per-employee benchmarks, reflecting the leverage of a small, high-performing team.

• The team combines the ambition of a venture-scale company with the discipline of a profitable business. We reached positive free cash flow early in our lifecycle, allowing us to grow with less dilution and focus on building for the long term.

• Kovo is backed by Inspired Capital and Homebrew, and built by alumni from Plaid, Experian, Equifax, TransUnion, Innovis, Chime, Honey, Possible, Monzo, OppFi, Splash, Mercury, Twilio, and more. We're looking for exceptional people to help us scale the company another 20x and beyond.

• Direct impact on millions of people’s ability to access credit

• High ownership with minimal bureaucracy

• Speed, learning, and impact are core values

• Roles and priorities evolve quickly

• Some systems and processes are still being built

• The pace of execution and career growth is intense (not optimized for work-life balance)

Customer experience at Kovo is evolving quickly. AI and automation already handle many routine questions, and your impact in this role will come from improving those systems, identifying operational gaps, and helping expand what automation can reliably handle over time.

The goal is to handle customer inquiries as efficiently as possible while maintaining high quality and customer satisfaction. Efficiency increasingly comes from thoughtful operational design, effective use of AI and automation, and reducing the need for manual intervention over time.

You’ll help shape the foundation of AI-powered customer experience at Kovo by improving workflows, identifying patterns in customer conversations, and scaling support intelligently as the company grows.

Handling tickets manually is still a core part of the role. You’ll dive deep into complex or high-stakes issues when human judgment and empathy matter most.

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

Go deep when human judgment matters (when AI is unable to resolve issues)

• 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

Handling tickets is part of the job. Building systems that reduce the need for them is the goal.

Mindset

• 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).

Skills and approach

• 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

Experience

• 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.