This role is equal parts building AI systems and doing hands-on customer support. You will train and improve chatbots that handle 30,000+ monthly contacts, and you will personally resolve the complex, sensitive cases those systems can't. If you're only interested in one side or the other, this isn't the right fit. If the intersection is where you thrive, keep reading.
On the technical side: AI chatbot building experience is required. You need to have built or trained chatbots in a professional setting, not just used them. SQL is not required coming in, but you will be expected to learn it on the job. The team uses SQL daily for data analysis and codes their own dashboard improvements. You should be excited about that, not intimidated by it.
My client is a profitable, high-growth fintech startup transforming financial access for underserved Americans. They've grown revenue 20x in three years while staying cash flow positive. With $5M+ raised and a lean team of under 30, they're scaling AI-powered support systems while managing a transition to a new CX platform. You'll report directly to the founding team (ex-Plaid, ex-Google) in a low-ego, high-impact culture.
What You Will Do
Building, managing, and improving AI-powered customer experience agents and systems, including leading the transition to a new CX platform
Resolving complex, sensitive customer issues that require manual investigation and deep empathy for people navigating financial difficulty
Identifying patterns across thousands of customer conversations to improve AI agents, support workflows, and self-serve experiences
Learning and utilizing SQL to analyze trends and contribute to technical projects like internal dashboard improvements
Collaborating with product and engineering to strengthen support infrastructure and reduce manual intervention over time
What You Bring (Requirements)
4+ years of customer experience work at a high-growth, consumer-facing startup
Direct, high-volume B2C customer support experience (not B2B account management)
Hands-on experience building or training AI chatbots in a professional setting
Demonstrated ability to build with AI tools, not just use them
High autonomy and comfort operating in a scrappy, early-stage environment with limited structure
Deep empathy for customers in financial difficulty
Located in and authorized to work in the United States
Why Join
Profitable rocket ship: 20x revenue growth, cash flow positive, 99th percentile operational efficiency
Mission that matters: building credit pathways for people traditionally excluded from the financial system
Technical growth: everyone learns SQL, the team codes their own dashboard improvements
Founders from FAANG and top fintech companies, low ego, high impact
Compensation: $100K to $150K base + equity
Logistics
Fully remote, US-based.
You must be located in the United States and authorized to work in the US for any employer without sponsorship.
My client is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive team. We encourage candidates of all backgrounds to apply, and we do not discriminate on the basis of race, color, religion, gender identity, sexual orientation, age, disability, national origin, or any other protected characteristic.
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