Customer Experience Manager – AI

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

📋 Description

• Analyze the performance of AI agents and customer interactions to enhance automation quality and boost customer satisfaction.

• Recognize conversation patterns to optimize agents, workflows, and self-service options.

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

• Broaden automation efforts to minimize manual tasks and expand system coverage.

• Assist customers with intricate, sensitive, or exceptional issues that necessitate manual investigation.

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

• Ensure issues are addressed until a genuine resolution is achieved.

• Create, seek approval for, and implement new customer support playbooks and policies.

• Enhance workflows, automation, and support infrastructure to ensure a scalable customer experience.

• Collaborate with teams across product, engineering, and operations.

⛳️ Requirements

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

• Experience in early-stage startups is essential.

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

• Strong quantitative and systems thinking skills, with the ability to identify patterns and root causes.

• Proficient in using AI, automation, and data analysis tools.

• Capable of collaborating across product, engineering, and operations teams.

• Skilled in resolving complex customer issues.

• Comfortable with high levels of ownership, ambiguity, changing priorities, and tight deadlines.

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

• Proficiency in SQL for data retrieval and trend analysis is a significant advantage.

• Must be legally authorized to work in the United States.

• Must not require sponsorship for a U.S. employment visa.

🏝️ Benefits

• Equity: 0.003% – 0.012%

• Benefits offered