- 경험
- 4+ yrs
- 샐러리
- —
- 채용 공고
- 1
- 게시됨
- 10시간 전
- Work mode
- 잡종
- Eligibility
- Candidates with at least 4 years of relevant customer experience work, especially in high-growth consumer startups and fintech, are suitable for this role. The position is intended for professionals comfortable with high-volume B2C support, AI tools, and startup environments.
- Resume
- Required to apply
직무 설명
About the Opportunity
Success Matcher Recruitment is supporting a rapidly growing early-stage fintech startup as it searches for a Customer Experience Lead. The company is developing tools that help people manage their financial lives and is expanding its support function to match its growth. The employer name is being kept confidential for now, but additional details can be shared after an initial connection.
This position combines direct, empathetic customer problem-solving with the design and refinement of support systems, especially AI-driven solutions, that can scale with the business. The team is seeking someone who is motivated by ownership and building processes and tools, not only by managing day-to-day support.
What You'll Do
- Design, operate, and continuously refine AI-based customer support agents and related workflows.
- Handle complex, sensitive, and unusual customer cases that need careful review and a thoughtful human approach.
- Spot recurring themes in customer interactions and turn those insights into better AI agents, support processes, and self-service options.
- Work with data, including SQL, to study trends and contribute to technical improvements such as enhancements to the support admin dashboard.
- Partner closely with Product and Engineering to improve support systems and gradually reduce manual effort.
- Support the move to a new customer experience platform.
Qualifications
- At least 4 years of customer experience work in a fast-growing consumer startup.
- Background in a high-volume, customer-facing B2C role.
- Experience in an early-stage startup environment that requires flexibility and hands-on ownership.
- Professional experience within fintech.
- Hands-on experience creating or training AI chatbots in a professional context.
- Working knowledge of SQL for analysis and reporting.
- Proven ability to build with AI tools.
- Strong independence and a clear understanding of how to support customers dealing with financial stress.
Why This Role
This is an opportunity to join an early-stage fintech business at a key inflection point and take meaningful ownership of both customer experience and the systems behind it. The environment is fast-paced and high impact, suited to someone eager to build and improve as the company scales.
Additional Information
This role is based in the United States and follows a hybrid working arrangement.