Customer Experience Manager – AI

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $100k - $150k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 20%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Kovo

WebsiteLinkedInAll Job Openings

1 - 10 employees

💳 Fintech

Fintech

Kovo is a company that offers credit-building services designed to help individuals improve their credit scores. With no credit check required, Kovo provides customers with the opportunity to make timely payments which are reported to all four major credit bureaus: TransUnion, Equifax, Experian, and Innovis. This service allows users to potentially enhance their creditworthiness by tracking their FICO scores and earning cash rewards for their credit-building activities. Additionally, Kovo offers identity monitoring to protect customers against data breaches and identity theft. Kovo positions itself as a public benefit corporation, focusing on providing value and improving financial opportunities for its customers.

📋 Description

• Review AI agent performance and customer interactions to improve automation quality and customer satisfaction • Identify conversation patterns to improve agents, workflows, and self-serve experiences • Build, refine, and manage AI-driven support logic • Expand automation to reduce manual work and increase system coverage • Support customers with complex, sensitive, or edge-case issues requiring manual investigation • Handle escalations, regulatory complaints, and high-stakes scenarios • Follow issues through to genuine resolution • Draft, obtain review for, and implement new customer-support playbooks and policies • Improve workflows, automation, and support infrastructure for scalable customer experience • Collaborate across product, engineering, and operations

🎯 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 compliance-reviewed communications • Strong quantitative/systems thinking and ability to identify patterns and root causes • Experience using AI, automation, and data tools • Ability to work across product, engineering, and operations • Ability to handle complex customer problems through resolution • Comfortable with high ownership, ambiguity, shifting priorities, and tight timelines • Ability to work in a high-intensity remote environment • SQL for pulling data and spotting trends is a strong plus • Legally authorized to work in the United States • Must not require sponsorship for a US employment visa

🏖️ Benefits

• Equity: 0.003% – 0.012% • Benefits offered

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