Senior Payments & AI 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 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.