Kovo
Fintech
CustomerExperience
Neural analysis suggests this role is
optimal for Senior candidates.
“Customer Experience at Kovo. Skills: AI CX systems, Customer issues. Build and iterate on AI CX systems. Review AI agent performance”
What You'll Achieve.
Handle customer inquiries efficiently; Maintain high quality; Maintain customer satisfaction; Reduce need for manual intervention
Industry & Context.
Root cause analysis; Troubleshooting complex issues
What They're Looking For.
Must Have
4+ years experience in high-growth consumer startup, Experience in technology-enabled and regulated environment
Nice to Have
Familiarity with SQL for data pulling, Familiarity with SQL for identifying trends
What You'll Do.
Build and iterate on AI CX systems
Review AI agent performance
Review real customer interactions
Ensure automation handles cases efficiently
Maintain high quality and customer satisfaction
Identify patterns across conversations
and self-serve experiences
Build AI-driven support logic
Refine AI-driven support logic
Manage AI-driven support logic
Expand automation into new areas
Increase system coverage
Support customers on complex issues
Support customers on sensitive issues
Support customers on edge-case issues
Handle regulatory complaints
Handle high-stakes scenarios
Follow issues through to resolution
Handle tickets manually
How You'll Work.
Team & Collaboration
Across product, engineering, and operations
Full Job Description
Join an early-stage startup. Accelerate economic opportunity. Join us as a 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’re excited about: - Improving workflows, automation, and support infrastructure - Resolving complex customer issues with empathy and ownership - Learning and experimenting with AI tools to improve the customer experience at scale ABOUT US - 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, along with founders and leaders from Plaid, Column, Ramp, Affirm, Cash App, NerdWallet, Alloy, MoonPay, Uber, Etsy, LendingClub, and more. We’re looking for exceptional people to help us scale the company another 20x and beyond. WHY YOU MIGHT BE EXCITED ABOUT US - Direct impact on millions of people’s ability to access credit - High ownership with minimal bureaucracy - Speed, learning, and impact are core values WHY YOU MIGHT NOT BE EXCITED ABOUT US - Roles and priorities evolve quickly - Some systems and processes are still being built - The pace of execution and career growth is int
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