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Kovo is a fintech startup expanding access to financial tools for people historically excluded from traditional credit systems. The company has grown revenue 20x over three years while maintaining exceptional capital efficiency and positive free cash flow. Backed by Inspired Capital and Homebrew, the team includes alumni from Plaid, Experian, Equifax, Chime, Mercury, and other leading fintech and financial services companies.
You will shape the foundation of AI-powered customer experience at Kovo by improving workflows, identifying patterns in customer conversations, and scaling support intelligently as the company grows. This multi-faceted role combines hands-on customer support with operational thinking and continuous improvement of the systems that power customer experience at scale.
Key responsibilities:
- Build and iterate on AI CX systems: 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.
- Handle complex customer 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. Follow issues through until there is a real resolution.
- Operational improvement: You will improve workflows, identify operational gaps, and help expand what automation can reliably handle over time. The goal is to handle customer inquiries as efficiently as possible while maintaining high quality and customer satisfaction.
You'll work across product, engineering, and operations teams in a high-intensity remote environment. The role requires writing playbooks as often as using them—when a customer situation has no rule yet, you draft one, get it reviewed, and ship it. Gaps in policy are yours to close, not escalate.
Requirements:
- 4+ years in consumer fintech, lending, or credit (early-stage startup experience required)
- Hands-on experience with regulated customer interactions such as disputes, complaints, or compliance-reviewed communications
- Strong understanding of fintech domain: disputes, chargebacks, credit reporting questions, and regulatory constraints
- Quantitative/systems thinking with ability to identify patterns and root causes
- Self-starter who thrives in ambiguity, handles shifting priorities fluidly
- Comfortable with high-intensity work environment and significant ownership
- SQL for pulling data and spotting trends is a strong plus
- Experience experimenting with and scaling AI tools for support quality
