Job Overview
Location
United States
Job Type
Full-time
Category
DevOps
Date Posted
June 4, 2026
Full Job Description
đź“‹ Description
- • Build and iterate on AI-powered customer experience systems by reviewing AI agent performance and real customer interactions to ensure automation handles more cases efficiently while maintaining high quality and satisfaction.
- • Identify patterns across customer conversations and use insights to improve AI agents, workflows, and self-serve experiences to reduce manual intervention over time.
- • Build, refine, and actively manage AI-driven support logic to expand automation into new areas and increase system coverage for customer inquiries.
- • Handle complex, sensitive, or edge-case customer issues manually when AI cannot resolve them, ensuring high-stakes scenarios receive care, ownership, and full resolution.
- • Support customers with escalations, regulatory complaints, and high-risk cases requiring human judgment, empathy, and deep investigation.
- • Follow issues through to complete resolution, ensuring no customer concern is left unaddressed even when it requires cross-functional coordination.
- • Proactively identify operational gaps in support infrastructure and propose systemic improvements to scale customer experience as the company grows 20x.
- • Collaborate with product, engineering, and operations teams to align automation goals with customer needs and business priorities.
- • Use data and quantitative analysis to uncover root causes of recurring issues, not just surface-level symptoms, to drive sustainable system improvements.
- • Experiment with AI tools and automation technologies to push the boundaries of what a single individual can accomplish in customer support at scale.
- • Maintain hands-on ticket resolution as a core responsibility while simultaneously working to reduce the volume of tickets through smarter systems.
- • Thrive in a high-intensity, fast-evolving environment where roles, priorities, and systems change rapidly and ownership is expected at every level.
- • Contribute to building the foundation of AI-powered customer experience at an early-stage fintech startup with exceptional capital efficiency and revenue-per-employee benchmarks above the 99th percentile.
- • Directly impact millions of people’s ability to access credit and establish financial identity by improving support systems for historically excluded populations.
- • Work in a remote, high-ownership environment with minimal bureaucracy, where speed, learning, and impact are core values.
🎯 Requirements
- • 4+ years or equivalent depth of experience at a high-growth consumer startup in a technology-enabled and regulated (fintech) environment
- • Strong quantitative/systems thinking ability with focus on identifying patterns and root causes across customer interactions
- • Comfortable in a high-intensity remote work environment with significant ownership, accountability, and fast-paced execution
- • Self-starter who thrives in ambiguity, handles shifting priorities fluidly, and works effectively across product, engineering, and operations teams
- • Motivated to use AI, automation, and data tools to expand the scope of what can be accomplished without manual intervention
- • Willingness to dive deep into complex customer problems and follow them through to full resolution
🏖️ Benefits
- • Direct impact on millions of people’s ability to access credit and achieve economic independence
- • High ownership with minimal bureaucracy in a lean, high-performing team
- • Opportunity to build the foundation of AI-powered customer experience at a rapidly scaling fintech startup
- • Work with a team backed by Inspired Capital and Homebrew, and leaders from Plaid, Ramp, Affirm, Cash App, NerdWallet, and more
- • Exceptional capital efficiency and profitability with positive free cash flow early in company lifecycle
- • Intense career growth and learning environment optimized for impact over work-life balance
Skills & Technologies
Go
Design
Remote
About Kovo Credit Inc.
Kovo is a fintech platform that offers credit-building installment loans, credit cards, and financial education tools. Users make small monthly payments toward digital products like online courses, and their payment history is reported to major credit bureaus to help establish and improve credit scores. The company targets consumers with limited or damaged credit histories who seek an affordable way to build credit without traditional secured cards or high-interest loans. Kovo operates online and through a mobile app, emphasizing transparency and no hidden fees.
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