Customer Experience Professional

Customer Experience Professional – Remote (Salary Range: 100,000 to $145,000) Seeking a Customer Experience professional to join a high-growth fintech startup. The candidate should be an autonomous and empathetic problem-solver with a strong technical aptitude and a builder mentality. This is an intense, high-ownership role with a significant opportunity for impact and growth. Responsibilities Build, manage, and improve our AI-powered customer experience agents and systems. Resolve complex, sensitive, and edge-case customer issues that require manual investigation and a high degree of empathy. Identify patterns across customer conversations to improve AI agents, support workflows, and self-serve experiences. Utilize data and learn SQL to analyze trends and contribute to technical projects, such as making improvements to the team's admin dashboard. Collaborate with product and engineering to strengthen support infrastructure and reduce the need for manual intervention over time. Improving any AI and automation systems, identifying operational gaps, and helping expand what automation can reliably handle over time. Handle customer inquiries as efficiently as possible while maintaining high quality and customer satisfaction. Improve workflows, identifying patterns in customer conversations, and scaling support intelligently as the company grows. Handling tickets manually is still a core part of the role. You'll dive deep into complex or high-stakes issues when human judgment and empathy matter most. 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 Go deep when human judgment matters (when AI is unable to resolve issues) 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 Mindset Willing to do whatever it takes to solve a problem." Comfortable in a high-intensity role with significant ownership and accountability. Energized by building systems that expand financial access for millions of underserved individuals Thrive in a high-intensity remote work environment (you want more than a normal 8-5 job) Skillset and Approach Strong quantitative/systems thinker who looks for patterns and root causes, not just individual Motivated to use AI, automation, and data tools to push the boundaries of what a single individual can accomplish Self-starter who thrives in ambiguity, handles shifting priorities fluidly, and works effectively across products Willing to dive deep into complex customer problems and follow them through to resolution Required Experience 4+ years or more of in-depth experience at a high-growth consumer startup operating in a tech/fintech environment Bonus: Familiarity with SQL for pulling data and identifying trends Experience building or training AI chatbots in a professional setting.​ Must have authentic B2C fintech, early-stage startup backgrounds. (NO B2B) Must have customer empathy and data-driven improvements (e.g., measurable CSAT gains)