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Customer Experience - build with AI

Kovo Credit Inc.

Job Overview

Location

United States

Job Type

Full-time

Full Job Description

📋 Description

• Kovo Credit Inc. is seeking a driven individual to join its Customer Experience team, focusing on the innovative development and scaling of AI-powered systems. This role is pivotal in accelerating economic opportunity for individuals historically excluded from traditional credit systems by enhancing financial tools and establishing financial identity. You will be instrumental in building and refining the infrastructure that supports our mission, directly impacting millions of lives by expanding access to credit.
• In this dynamic, full-stack position, your day-to-day responsibilities will encompass a blend of customer support engineering and direct customer service. A significant portion of your work will involve improving automation, managing AI agents, and strengthening the overall support infrastructure. This includes proactively identifying patterns across customer conversations to enhance AI agents, workflows, and self-serve experiences. You will be responsible for building, refining, and actively managing AI-driven support logic, continuously seeking opportunities to expand automation into new areas. The ultimate goal is to reduce manual work and increase system coverage, thereby minimizing the need for human intervention over time. You will also be tasked with reviewing AI agent performance and analyzing real customer interactions to ensure that automation handles an increasing number of cases efficiently while maintaining the highest standards of quality and customer satisfaction. This requires a keen eye for detail and a data-driven approach to optimization.
• Beyond the automation efforts, you will also be deeply involved in handling complex customer issues that require human judgment. This includes supporting customers with intricate, sensitive, or edge-case problems that necessitate manual investigation. You will manage escalations and high-stakes scenarios with the utmost care and ownership, ensuring that issues are followed through to a complete and satisfactory resolution. This dual focus ensures that while we strive for maximum efficiency through AI, we never compromise on the quality of support for our most critical customer needs. This role offers a unique opportunity to shape the foundation of AI-powered customer experience at Kovo, contributing to systems that significantly reduce the need for human intervention and drive operational excellence.
• Kovo Credit Inc. is an early-stage startup with a proven track record of rapid growth, having increased revenue 20x over the past three years while maintaining exceptional capital efficiency. We operate with the ambition of a venture-scale company and the discipline of a profitable business, having achieved positive free cash flow early in our lifecycle. This financial stability allows us to focus on long-term growth and building sustainable solutions. Our team is composed of exceptional individuals who combine a passion for innovation with a commitment to our mission. We are backed by prominent investors such as Inspired Capital and Homebrew, and our advisory board includes founders and leaders from leading companies in the fintech and technology sectors, including Plaid, Ramp, Affirm, and Uber. This strong backing and experienced network provide a solid foundation for our ambitious growth plans.
• This role offers a unique opportunity for significant learning and professional development. You will gain hands-on experience in building and managing cutting-edge AI systems at scale within a fast-paced, high-growth environment. The high ownership and minimal bureaucracy mean you can directly influence the direction of our customer experience strategy and technology. You will develop a deep understanding of AI agent performance, support logic optimization, and the intricacies of building scalable customer support infrastructure. The fast-paced nature of the company, coupled with its core values of speed, learning, and impact, ensures that you will be constantly challenged and growing. This role is ideal for someone who thrives on making a tangible difference and is eager to contribute to a company that is revolutionizing financial access for underserved populations. The intense pace of execution and career growth means you will be pushed to excel and achieve significant milestones rapidly.
• The Customer Experience team at Kovo is at the forefront of innovation, dedicated to leveraging AI and automation to redefine how we support our users. We are a small, high-performing team that operates with a high degree of autonomy and impact. Our focus is on building intelligent systems that not only resolve customer inquiries efficiently but also enhance the overall customer journey. We believe in empowering our team members with the tools and autonomy to make significant contributions, fostering an environment where learning and rapid iteration are paramount. The team’s collaborative spirit and shared commitment to Kovo’s mission create a dynamic and rewarding work environment. We are constantly exploring new ways to push the boundaries of what's possible in customer experience, ensuring that our users receive exceptional support as they navigate their financial journeys.

🎯 Requirements

• 4+ years or equivalent depth of experience at a high-growth consumer startup operating in a technology-enabled and regulated (fintech) environment.
• Strong quantitative/systems thinker who looks for patterns and root causes, not just individual cases.
• Motivated to use AI, automation, and data tools to push the boundaries of what a single individual can accomplish.
• Self-starter who thrives in ambiguity, handles shifting priorities fluidly, and works effectively across product, engineering, and operations.
• Bonus: Familiarity with SQL for pulling data and identifying trends.
• You have an attitude of "I will do whatever it takes to solve a problem".
• Comfortable in a high-intensity role with significant ownership and accountability. Willing to move quickly, prioritize well, and follow through under tight timelines.
• Energized by building systems that expand financial access for millions of underserved individuals.
• Thrive in a high-intensity remote work environment (you want more than a normal 8-5 job).

🏖️ Benefits

• Direct impact on millions of people’s ability to access credit.
• High ownership with minimal bureaucracy.
• Speed, learning, and impact are core values.
• The pace of execution and career growth is intense (not optimized for work-life balance).
• Backed by prominent investors and industry leaders.
• Opportunity to work in an early-stage, fast-growing startup environment.

Skills & Technologies

Design

Remote

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Kovo Credit Inc.

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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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