About the role
We are looking for a Customer Experience professional with 4+ years of experience to join our early-stage, high-growth fintech startup. The ideal candidate is a scrappy, autonomous, and empathetic problem-solver with a strong technical aptitude and a builder mentality. We are hiring for this role to help us scale our support operations by improving our AI-powered systems, managing our transition to a new CX platform, and handling complex customer issues directly. This is an intense, high-ownership role with a significant opportunity for impact and growth.
What will you be doing?
- Build, manage, and improve our AI-powered customer experience agents and systems.
- Resolve complex, sensitive, and edge-case customer issues that require manual investigation and a high degree of empathy.
- Identify patterns across customer conversations to improve AI agents, support workflows, and self-serve experiences.
- Utilize data and learn SQL to analyze trends and contribute to technical projects, such as making improvements to the team's admin dashboard.
- Collaborate with product and engineering to strengthen support infrastructure and reduce the need for manual intervention over time.
