Customer Experience Professional

Customer Experience Professional – Remote

(Salary Range: 100,000 to $145,000)

Seeking a Customer Experience professional to join a high-growth fintech startup. The candidate should be an autonomous and empathetic problem-solver with a strong technical aptitude and a builder mentality. This is an intense, high-ownership role with a significant opportunity for impact and growth.

Responsibilities

• Build, manage, and improve our AI-powered customer experience agents and systems.
• Resolve complex, sensitive, and edge-case customer issues that require manual investigation and a high degree of empathy.
• Identify patterns across customer conversations to improve AI agents, support workflows, and self-serve experiences.
• Utilize data and learn SQL to analyze trends and contribute to technical projects, such as making improvements to the team's admin dashboard.
• Collaborate with product and engineering to strengthen support infrastructure and reduce the need for manual intervention over time.

• Improving any AI and automation systems, identifying operational gaps, and helping expand what automation can reliably handle over time.
• Handle customer inquiries as efficiently as possible while maintaining high quality and customer satisfaction.
• Improve workflows, identifying patterns in customer conversations, and scaling support intelligently as the company grows.
• Handling tickets manually is still a core part of the role. You'll dive deep into complex or high-stakes issues when human judgment and empathy matter most.
• 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
  
  

Mindset

• Willing to do whatever it takes to solve a problem."
• Comfortable in a high-intensity role with significant ownership and accountability.
• Energized by building systems that expand financial access for millions of underserved individuals
• Thrive in a high-intensity remote work environment (you want more than a normal 8-5 job)

Skillset and Approach

• Strong quantitative/systems thinker who looks for patterns and root causes, not just individual
• Motivated to use  AI, automation, and data tools to push the boundaries of what a single individual can accomplish 
• Self-starter who thrives in ambiguity, handles shifting priorities fluidly, and works effectively across products
• Willing to dive deep into complex customer problems and follow them through to resolution
  
  

Required Experience
4+ years or more of in-depth experience at a high-growth consumer startup operating in a tech/fintech environment

Bonus: Familiarity with SQL for pulling data and identifying trends

Experience building or training AI chatbots in a professional setting.​

Must have authentic B2C fintech, early-stage startup backgrounds. (NO B2B)

Must have customer empathy and data-driven improvements (e.g., measurable CSAT gains)