Customer Experience, AI

This is a fully remote position, open to applicants in United States.

📋 Description

• Evaluate the performance of AI agents alongside actual customer interactions.

• Enhance AI agents, workflows, and self-service customer experiences.

• Develop, refine, and oversee AI-driven support logic.

• Increase automation to minimize manual tasks and broaden system coverage.

• Assist customers with complex, sensitive, or unique issues.

• Manage escalations, regulatory complaints, and high-stakes situations.

• Investigate problems and ensure they are resolved.

• Identify trends and operational gaps in customer communications.

• Enhance workflows and support infrastructure as customer experience expands.

⛳️ Requirements

• Over 4 years of experience in consumer fintech, lending, or credit.

• Experience in an early-stage startup is mandatory.

• Practical experience with regulated customer interactions, including disputes, complaints, or compliance-reviewed communications.

• Strong skills in quantitative analysis and systems thinking.

• Proficiency in utilizing AI, automation, and data tools.

• Familiarity with SQL for data extraction and trend identification is a significant advantage.

• Capacity to thrive in a high-intensity remote work environment.

• Competence in addressing complex customer issues and ensuring they are resolved.

• Ability to collaborate effectively across product, engineering, and operations teams.

• Legally authorized to work in the United States.

• No requirement for US employment visa sponsorship.

🏝️ Benefits

• Equity: 0.003%–0.012%.

• Benefits provided (specific benefits not listed).