Customer Experience Lead

Titus; United States; On-site; USD 80,000 - 105,000; Full time

Benefits offered by this job

Equity

Health insurance

Dental insurance

Vision insurance

Job summary

Titus helps home stagers, photographers, and other real estate service providers get paid with flexible options, backed by Sequoia and a16z. We’re a small team focused on scaling via AI, automation, and better processes.

You will own difficult conversations, manage automated and AI-assisted support, and help improve the product through pattern recognition and SOPs. This is a senior individual contributor role with equity and benefits.

Qualifications

• Experience with payments, fintech, or handling money-related customer issues.
• Ability to work without close supervision and manage conversations independently.
• Clear, in-your-own-voice writing with transparency about next steps.
• Familiarity with AI tools and understanding of their limitations.
• Bonus: exposure to real estate sector.

Responsibilities

• Own the hard conversations: customer funds, failed payments, disputes, and frustrated homeowners mid-closing.
• Run our AI front line; identify incorrect AI answers and guide handoff to humans.
• Review loans flagged for manual approval and approve disbursements per criteria.
• Spot patterns and translate them into product fixes; escalate recurring issues.
• Build the help center, macros, and escalation paths to reduce repeat questions.
• Help set support metrics and drive month-over-month improvements.
• Collaborate with the Customer Operations Associate on SOPs, templates, and handoffs.

Skills

Customer support

AI tools experience

Payments / fintech knowledge

Independent work

Clear written communication

Job description

Titus helps home stagers, photographers, and other real estate service providers get paid, and gives agents and homeowners flexible ways to pay, including pay at close. We're backed by Sequoia and a16z, and we're a team of 16.

We want to scale to 5x volume without scaling headcount the old way. You're how we do that. You'll talk to customers every day by phone, text, and email. Then you'll take what you learn and build the AI, automations, and processes that handle the next thousand customers.

Titus helps home stagers, photographers, and other real estate service providers get paid, and gives agents and homeowners flexible ways to pay, including pay at close. We're backed by Sequoia and a16z, and we're a team of 16.

We want to scale to 5x volume without scaling headcount the old way. You're how we do that. You'll talk to customers every day by phone, text, and email. Then you'll take what you learn and build the AI, automations, and processes that handle the next thousand customers.

What you'll do

• Own the hard conversations: customer funds, failed payments, disputes, and frustrated homeowners mid-closing
• Run our AI front line. Find where it gives a wrong answer, fix the content behind it, and decide where it should hand off to a human
• Review loans flagged for manual approval and approve manual disbursements against written criteria
• Spot patterns and turn them into product fixes. The third ticket about the same thing is a product problem, and you'll be the one who catches it
• Build the help center, macros, and escalation paths so the same question never comes back
• Help set the support metrics and own whether they get better each month
• Work with the Customer Operations Associate on SOPs, templates, and handoffs
  

Who you are

• You act without being told how. Your best work happened when nobody was managing you closely
• You're calm and human with upset customers when money is involved, and you say the hard thing plainly
• You write clearly in your own voice. Every reply says what happens next and when
• You already use AI tools in your daily work and have opinions about where they fail
• You've built something: a process, a playbook, an automation, a side project
• Experience with payments, fintech, or other people's money is a strong plus. Real estate exposure is a bonus
  

The details

• $80K to $105K base, plus equity, health, dental, and vision
• Senior individual contributor, reports to Jamie, our Customer Support Manager
• Monday to Friday, with some weekend coverage (24 hour SLA on weekends)