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Kovo is an early-stage 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 infrastructure companies.
This Customer Experience Operations role combines hands-on support with systems thinking and continuous improvement. You'll 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.
Key responsibilities include:
- Build and iterate on AI CX systems: Review AI agent performance against real customer interactions to ensure automation handles more cases efficiently while maintaining quality. Identify patterns across conversations to improve agents, workflows, and self-serve experiences. Actively manage and refine AI-driven support logic, proactively expanding automation into new areas.
- Handle complex issues requiring human judgment: 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 thinking: You'll write playbooks as often as you use 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.
This role is a good fit if you've spent time in consumer fintech, lending, or credit and understand disputes, chargebacks, and credit reporting from the customer's perspective. You want to improve workflows and automation infrastructure, not just work inside them. You take ownership of complex issues and are already experimenting with AI tools to scale support quality.
The company values direct impact on millions of people's financial access, high ownership with minimal bureaucracy, and speed and learning. However, roles and priorities evolve quickly, some systems and processes are still being built, and the pace of execution and career growth is intense.
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
- SQL for pulling data and spotting trends is a strong plus
- Strong quantitative/systems thinking with ability to identify patterns and root causes
- Self-starter who thrives in ambiguity and works effectively across product, engineering, and operations
- Comfortable in high-intensity remote work environment with significant ownership and accountability
