AI-Powered CX Specialist (Fintech)

Kovo; United States; Remote; USD 100,000 - 150,000; Full time

Job summary

Kovo is hiring its 4th Customer Experience specialist to help shape the future of AI-powered support. This role blends hands-on customer support with operational thinking and continuous improvement of systems that power CX at scale.

Join an early-stage startup and be instrumental in expanding automation while maintaining high quality and customer satisfaction. You will handle complex issues when AI can’t resolve them and drive the roadmap for scalable support.

Qualifications

• 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.
• SQL for pulling data and spotting trends is a strong plus.

Responsibilities

• Build and iterate on AI CX systems
• Review AI agent performance and real customer interactions to ensure automation handles more cases efficiently while maintaining high quality and customer satisfaction
• Identify patterns across conversations and use them to improve agents, workflows, and self-serve experiences
• Build, refine, and actively manage AI-driven support logic
• Proactively expand automation into new areas to reduce manual work and increase system coverage
• Go deep when human judgment matters (when AI is unable to resolve issues)
• Support customers on complex, sensitive, or edge-case issues that require manual investigation
• Handle escalations, regulatory complaints, and high-stakes scenarios with care and ownership
• Follow issues through until there is a real resolution
• Handling tickets is part of the job. Building systems that reduce the need for them is the goal.

Skills

Customer support

Ownership & accountability

AI/Automation

Remote work readiness

Tools

SQL

Job description

Kovo is hiring its 4th Customer Experience specialist to help shape the future of AI-powered support. This role blends hands-on customer support with operational thinking and continuous improvement of systems that power CX at scale.

Join an early-stage startup and be instrumental in expanding automation while maintaining high quality and customer satisfaction. You will handle complex issues when AI can’t resolve them and drive the roadmap for scalable support.