CX Strategy Associate

Cerebras; San Francisco (CA); On-site; USD 110,000 - 145,000; Full time

Job summary

A promising FinTech company located in San Francisco seeks a CX Strategy Associate to improve customer experience through automation and tooling. The ideal candidate should have 2–4 years of experience in Operations or similar roles, strong analytical skills, and a collaborative spirit. Responsibilities include design and implementation of customer service automation, improvement of CX systems, and analysis of customer experience metrics. With a salary range of $110,000 - $145,000, this position offers significant growth opportunities.

Qualifications

• 2–4 years experience in Operations, Product Ops, or similar roles.
• Strong analytical and problem-solving capabilities.
• Ability to operate in ambiguous environments.

Responsibilities

• Design automation workflows to enhance customer experience.
• Improve core CX systems and standardize workflows.
• Analyze CX performance and build dashboards for metrics.

Skills

Analytical skills

Problem-solving

Cross-functional collaboration

High ownership

Tools

Zendesk

SQL

Looker

Job description

Kikoff: A FinTech Unicorn Powering Financial Progress with AI

At Kikoff, our mission is to provide radically affordable financial tools to help consumers achieve financial security. We're a profitable, high growth FinTech unicorn serving millions of people, many of whom are building credit or navigating life paycheck to paycheck. With innovative technology and AI, we simplify credit building, reduce debt, and expand access to financial opportunities to those who need them the most. Founded in 2019, Kikoff is headquartered in San Francisco and backed by top-tier VC investors and NBA star Stephen Curry.

Why Kikoff:

This is a consumer fintech startup, and you will be working with serial entrepreneurs who have built strong consumer brands and innovative products. We value extreme ownership, clear communication, a strong sense of craftsmanship, and the desire to create lasting work and work relationships. Yes, you can build an exciting business AND have real-life real-customer impact.

About this role

As a CX Strategy Associate, you will improve how customer experience scales across automation, tooling, and measurement. This role focuses on identifying high-impact CX gaps and building scalable solutions that improve efficiency, reduce friction, and strengthen customer outcomes.

You will work on problems that sit between Product and Operations—ranging from improving onboarding flows to enhancing support automation and building internal tools. This role also contributes to shaping how we measure and optimize customer experience, including areas like contact rate, CSAT, and customer risk signals.

This is a high-ownership role with exposure to strategic questions, but with a primary focus on execution and building systems that scale.

Role & responsibilities

AI Automation

• Design and implement automation beyond chatbots, including:
• Agent-assist / “copilot” workflows to reduce manual effort and errors
• Automated servicing flows (e.g., follow-ups, status updates, issue resolution)

CX Tooling

• Improve and maintain core CX systems (e.g., Zendesk, workflows, CSAT collection)
• Support development of internal tools that increase agent and team efficiency
• Help standardize tooling and workflows across support channels

Measurement & Insights

• Analyze CX performance across channels (chatbot, support, product journeys)
• Identify friction points not captured in support tickets (e.g., drop-offs, dead ends)
• Build and maintain dashboards to track key CX metrics and initiative impact

Cross-functional execution

• Partner with Customer Operations, Product, and Data teams to implement solutions
• Translate customer insights and data into actionable improvements

Expertise & experience required

• 2–4 years experience in Operations, Product Ops, CX, Consulting, or similar roles
• Strong analytical and problem-solving skills
• Ability to operate in ambiguous environments and drive execution
• Experience working cross-functionally with Product, Engineering, or Operations teams
• High ownership and bias toward action

Nice to have:

• Experience with CX tools (Zendesk, chat platforms, CSAT tools)
• Exposure to automation, workflows, or AI-driven tools
• Experience building dashboards or working with data tools (SQL, Looker, etc.)

Base Range

$110,000 - $145,000 USD

Equal Employment Opportunity Statement

Kikoff Inc. is an equal opportunity employer. We are committed to complying with all federal, state, and local laws providing equal employment opportunities and considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.