Kovo

Own the end-to-end customer journey and growth strategy, focusing on activation, retention, and reactivation across in-product and lifecycle channels. Implement AI-native workflows to scale personalization and optimize conversion rates through rigorous experimentation.

Own and scale backend infrastructure and APIs end-to-end to power financial access products. Design scalable architectures on AWS using Node and TypeScript while leveraging AI tools to accelerate output.

Build and iterate on AI-powered customer experience systems to reduce manual intervention and improve support efficiency. Handle complex, high-stakes customer issues and regulatory complaints that require human judgment and empathy.

You will own backend systems and infrastructure end-to-end, from design through deployment and scaling. You will also build performant, reliable APIs and services while leveraging AI-assisted tools to maximize output.

The role involves building and iterating on AI Customer Experience systems, including developing AI agents to process incoming tickets and actively managing AI-driven support logic to increase automation coverage. A core part of the job is also diving deep into complex or high-stakes issues requiring human judgment and handling escalations until resolution.