Customer Experience - build with AI

📋 Description

• • Kovo Credit Inc. is an early-stage startup dedicated to unlocking access to credit and accelerating economic opportunity for underserved Americans. We are seeking a motivated individual to join our dynamic Customer Experience team, focusing on the innovative development and enhancement of AI-powered systems at scale.
• • This full-stack role offers a unique blend of customer support engineering and direct customer service, making it an ideal opportunity for those passionate about improving automation, managing sophisticated AI agents, and strengthening our overall support infrastructure.
• • You will play a pivotal role in resolving day-to-day customer issues and managing complex escalations, ensuring a high level of satisfaction and trust.
• • At Kovo, we are transforming financial access, believing that everyone deserves the chance for economic independence. Our cutting-edge financial empowerment platform is designed to create clear pathways to credit and foster financial inclusion, specifically empowering individuals who have historically been excluded from traditional financial opportunities.
• • Our company has demonstrated remarkable growth, scaling revenue by 20x over the past three years. Our revenue efficiency, measured by revenue per employee, is currently benchmarked at the 99th percentile. This signifies a venture-scale company that has achieved positive free cash flow early in its lifecycle, allowing us to accelerate momentum without being solely dependent on external funding for survival. We are actively seeking exceptional individuals who are eager to contribute to another 20x growth phase and beyond.
• • Kovo is proudly backed by prominent investors including Inspired Capital and Homebrew, as well as founders and leaders from industry-leading companies such as Plaid, Column, Ramp, Affirm, Cash App, NerdWallet, Alloy, MoonPay, Uber, Etsy, LendingClub, and Grindr.
• • Joining Kovo offers the chance to make a direct and profound impact on the ability of millions of people to access essential credit. You will experience a high degree of ownership with minimal bureaucracy, fostering an environment where speed, continuous learning, and tangible impact are core values.
• • We acknowledge that roles and priorities can evolve rapidly in an early-stage environment, and some systems and processes are still under active development. The pace of execution and career growth is intense, and this role is not optimized for a traditional work-life balance, but rather for individuals driven by significant achievement and rapid advancement.
• • The Customer Experience function at Kovo is undergoing rapid evolution. We leverage AI and automation to efficiently handle the majority of routine customer inquiries. Your primary impact in this role will stem from your ability to enhance these AI systems and continuously push the boundaries of their capabilities.
• • Our overarching goal is to manage customer inquiries with maximum efficiency while upholding the highest standards of quality and customer satisfaction. This involves strengthening our AI agents, refining support logic, and architecting systems that progressively minimize the need for manual intervention.
• • While automation is key, manual ticket resolution remains a crucial component of the role. You will be expected to delve deeply into complex or high-stakes issues that necessitate human judgment and nuanced understanding.
• • Crucially, you will also contribute to shaping the foundational architecture of Kovo's AI-powered customer experience, actively building systems designed to reduce the reliance on human intervention over time.
• • Your responsibilities will include building and iterating on AI Customer Experience (CX) systems, developing AI CX agents capable of processing all incoming tickets, and meticulously reviewing AI agent performance and real customer interactions to ensure automation handles an increasing volume of cases efficiently and with high quality.
• • You will be instrumental in identifying patterns across customer conversations to inform improvements in agents, workflows, and self-serve experiences. Furthermore, you will build, refine, and actively manage AI-driven support logic, proactively expanding automation into new areas to reduce manual workload and enhance overall system coverage.
• • When human judgment is indispensable, you will provide direct support to customers facing complex, sensitive, or edge-case issues requiring manual investigation. You will expertly handle escalations and high-stakes scenarios with utmost care and ownership, ensuring issues are followed through to complete resolution.
• • We are looking for individuals with a proactive "I will do whatever it takes to solve a problem" attitude, comfortable in a high-intensity role demanding significant ownership and accountability. You should be adept at moving quickly, prioritizing effectively, and delivering under tight deadlines.
• • You will be energized by the prospect of building systems that expand financial access for millions of underserved individuals and thrive in a high-intensity remote work environment, seeking opportunities for significant contribution beyond a standard 9-to-5 schedule.
• • From a skills perspective, you should possess strong quantitative and systems thinking abilities, consistently looking for patterns and root causes rather than isolated incidents. You should be motivated to leverage AI, automation, and data tools to significantly amplify individual accomplishments.
• • As a self-starter, you will thrive in ambiguous situations, fluidly handle shifting priorities, and collaborate effectively across product, engineering, and operations teams. Your willingness to dive deep into complex customer problems and see them through to resolution is paramount.