Fintech AI CX Architect & Automation Lead

OpenKrill; United States; Remote; USD 95,000 - 150,000; Full time

Job summary

Kovo is seeking its 4th Customer Experience hire to shape the future of AI-powered support. This role blends hands-on customer care with operational thinking and system improvements for support at scale.

You will build AI CX workflows, monitor AI agent performance, and escalate complex issues when human judgment matters, all while maintaining high quality and customer satisfaction. We're a fast-growing fintech startup with a remote-first culture, offering ownership, learning, and impact as core

Qualifications

• Experience in consumer fintech, lending, or credit and handling regulated customer interactions.
• Ability to design and improve workflows, automation, and support infrastructure.

Responsibilities

• Build and iterate on AI CX systems and review AI agent performance.
• Identify patterns across conversations to improve agents, workflows, and self-serve experiences.
• Manage AI-driven support logic and expand automation to new areas.
• Handle complex, high-stakes issues requiring human judgment when AI cannot resolve them.

Skills

Consumer fintech experience

Regulated customer interactions

AI & automation mindset

Remote work adaptability

Tools

SQL

Job description

Kovo is seeking its 4th Customer Experience hire to shape the future of AI-powered support. This role blends hands-on customer care with operational thinking and system improvements for support at scale.

You will build AI CX workflows, monitor AI agent performance, and escalate complex issues when human judgment matters, all while maintaining high quality and customer satisfaction. We're a fast-growing fintech startup with a remote-first culture, offering ownership, learning, and impact as core