Customer Experience at Kovo

At Kovo, we are on a mission to expand financial access for people who have been historically left behind by traditional credit systems. We believe everyone deserves the chance to build a financial identity and achieve economic independence. Over the last three years, our team has grown revenue 20x while maintaining incredible capital efficiency, placing us in the top percentile for revenue-per-employee. We are a high-performing group backed by Inspired Capital and Homebrew, featuring alumni from companies like Chime, Plaid, and Monzo. We are looking for someone to join us as we scale our impact even further.

The opportunity

We are seeking a Senior Customer Experience professional to help shape the future of our AI-powered support. This is a multi-faceted role where you will balance hands-on support with high-level operational strategy. You will not just be working within our systems, but actively improving the workflows, automation, and infrastructure that allow us to serve our customers at scale. Your work will be critical in ensuring that as we grow, our support remains high-quality, efficient, and empathetic.

A day in the life

• You will manage and refine our AI-driven support logic by reviewing agent performance and real customer interactions to ensure we maintain high satisfaction while automating routine tasks.
• You will act as the final point of contact for complex, sensitive, or high-stakes issues, providing the human judgment and empathy required for edge cases that automation cannot resolve.
• You will analyze patterns across customer conversations to identify operational gaps, proactively building new workflows and self-serve experiences to reduce the need for manual intervention.

Who you are

You are a seasoned professional with at least 4 years of experience in consumer fintech, lending, or credit, specifically within an early-stage startup environment. You understand the nuances of regulated customer interactions, such as disputes and credit reporting, and you are comfortable working within those constraints. You are a quantitative thinker who looks for root causes rather than just solving individual tickets. Proficiency in SQL is a strong plus, and you are already experimenting with AI tools to scale your own productivity. Most importantly, you are a self-starter who thrives in ambiguity, takes full ownership of problems, and is energized by the intensity of a fast-moving, remote-first startup.

Why you'll love it here

Joining Kovo means having a direct impact on the financial lives of millions of people. You will enjoy a high degree of ownership with minimal bureaucracy, where speed and learning are core values. We offer a fully remote work environment, allowing you to contribute from anywhere. While our pace is intense and designed for those who want to build something meaningful, you will be working alongside an exceptional team that values discipline and long-term impact.