Customer Experience - Fintech

Job Description

Job Description

Career Renew is recruiting for one of its clients a Customer Experience - Fintech - this is a fully remote role for US-based candidates. Salary range: 100-150K USD yearly plus benefits plus equity.

Who are we?

We are transforming financial access for Americans by building credit pathways for people traditionally excluded from the financial system. We've grown revenue 20x in three years while staying profitable and cash flow positive.

Join a lean high-performing team of 28 people scaling to 30+ by year-end. You'll work directly with technical founders from Plaid and Google/Yahoo who prioritize low ego and high impact culture.

This Customer Experience role blends AI system building with direct customer support. You'll train chatbots handle 30k+ monthly contacts while solving complex financial issues for real people building credit.

What are we looking for?

We are looking for a Customer Experience professional with 4+ years of experience to join our early-stage, high-growth fintech startup. The ideal candidate is a scrappy, autonomous, and empathetic problem-solver with a strong technical aptitude and a builder mentality. We are hiring for this role to help us scale our support operations by improving our AI-powered systems, managing our transition to a new CX platform, and handling complex customer issues directly. This is an intense, high-ownership role with a significant opportunity for impact and growth.

What will you be doing?

• 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.

Requirements :

4+ years of experience at a high-growth consumer startup focused on customer experience. (Mandatory)

Experience in a high-volume, B2C customer-facing role. (Mandatory)

Experience at an early-stage, scrappy startup environment. (Mandatory)

Professional experience in the Fintech industry. (Nice-to-have)

Experience building or training AI chatbots in a professional setting. (Mandatory)

Familiarity with SQL for data analysis. (Nice-to-have)

Demonstrated experience with building via AI (Mandatory)

High autonomy and empathy for customers in financial difficulty. (Mandatory)