Customer Experience Manager – AI

Kovo

. Review AI agent performance and customer interactions to improve automation quality and customer satisfaction .

Posted 11/4/2026full-timeRemote • United StatesMid-LevelSenior💰 $100,000 - $150,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in improving AI-driven customer support through performance analysis, automation, and workflow optimization. Proven ability to manage complex customer interactions and regulatory compliance in a fast-paced fintech environment.

Highest-signal resume keywords

AI-Driven Support Logic ManagementConsumer Fintech ExperienceSQL Data AnalysisRegulated Customer InteractionsWorkflow Optimization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

AutomationData AnalysisQuantitative ThinkingSystems ThinkingPattern Identification

Soft Skills

Problem SolvingCollaborationAdaptabilityOwnershipCommunication

Tools & Technologies

AI ToolsData Tools

Industry Keywords

Consumer FintechLendingCreditCustomer SupportRegulatory Compliance

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Review AI agent performance and customer interactions to improve automation quality and customer satisfaction
Identify conversation patterns to improve agents, workflows, and self-serve experiences
Build, refine, and manage AI-driven support logic
Expand automation to reduce manual work and increase system coverage
Support customers with complex, sensitive, or edge-case issues requiring manual investigation
Handle escalations, regulatory complaints, and high-stakes scenarios
Follow issues through to genuine resolution
Draft, obtain review for, and implement new customer-support playbooks and policies
Improve workflows, automation, and support infrastructure for scalable customer experience
Collaborate across product, engineering, and operations

Requirements

What you’ll need

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 quantitative/systems thinking and ability to identify patterns and root causes
Experience using AI, automation, and data tools
Ability to work across product, engineering, and operations
Ability to handle complex customer problems through resolution
Comfortable with high ownership, ambiguity, shifting priorities, and tight timelines
Ability to work in a high-intensity remote environment
SQL for pulling data and spotting trends is a strong plus
Legally authorized to work in the United States
Must not require sponsorship for a US employment visa

Benefits

Comp & perks

Equity: 0.003% – 0.012%
Benefits offered