Build AI CX agents that process all incoming tickets
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
Support customers on complex, sensitive, or edge-case issues that require manual investigation
Handle escalations and high-stakes scenarios with care and ownership
Follow issues through until there is a real resolution

Requirements

4+ years or equivalent depth of experience at a high-growth consumer startup operating in a technology-enabled and regulated (fintech) environment
Bonus: Familiarity with SQL for pulling data and identifying trends

Benefits

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Applicant Tracking System Keywords

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Hard Skills & Tools

AIautomationSQLdata analysiscustomer experience (CX)support logicworkflow improvementpattern recognitionticket processingmanual investigation

Soft Skills

customer satisfactionproblem-solvingownershipescalation managementcommunicationattention to detailproactive approachadaptabilitycollaborationcritical thinking