Customer Experience - build with AI
Core
Shape the future of AI-powered customer support by evaluating systems, handling high-stakes escalations, and building automation workflows in an early-stage fintech environment.
Role type
Senior Customer Experience Engineer (AI & Operations)
Builds
AI-driven support logic, automation workflows, and self-service experiences
Domain
Consumer fintech / Lending / Credit / Regulated financial services
Deliverable
production ML models | product features
Required skills
AI agent evaluation, root cause analysis, operational playbook design, regulated customer interaction management, SQL, systems thinking
Preferred skills
Data tools, automation mindset
Responsibilities
Review AI agent performance and customer interactions to improve automation coverage; Identify recurring patterns in customer conversations to improve AI agents and workflows; Build and manage AI-powered support logic; Handle complex, sensitive, and edge-case customer issues requiring human judgment; Develop operational playbooks for new scenarios; Partner with product and engineering to scale support infrastructure
Seniority
Senior, hands-on IC
