Customer Experience

About the Opportunity

Success Matcher Recruitment is working with a fast-growing, early-stage fintech startup to find their next Customer Experience Lead. Our client is building products that help people navigate their financial lives, and they're scaling their support operations to keep pace with growth. While we're unable to disclose the company name at this stage, we're happy to share more details about them once we connect.

This is a hybrid role that blends hands-on, high-empathy customer problem-solving with building and improving the systems — especially AI-powered ones — that make great support possible at scale. Our client is looking for someone who wants real autonomy and is excited to build, not just manage.

What You'll Be Doing

• Build, manage, and continuously improve 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.
• Use data — and SQL — to analyze trends and contribute to technical projects, including improvements to the team's admin dashboard.
• Collaborate closely with Product and Engineering to strengthen support infrastructure and reduce the need for manual intervention over time.
• Help lead the transition to a new CX platform.

Key Qualifications

• 4+ years of experience in a customer experience role at a high-growth consumer startup.
• Experience in a high-volume, B2C customer-facing role.
• Experience working in an early-stage, scrappy startup environment.
• Professional experience in the fintech industry.
• Experience building or training AI chatbots in a professional setting.
• Familiarity with SQL for data analysis.
• Demonstrated experience building with AI tools.
• High autonomy and strong empathy for customers facing financial difficulty.

Why Join

This is a rare opportunity to join an early-stage fintech company at a pivotal moment, with significant ownership over both customer experience and the technology that powers it. Our client offers a fast-moving, high-impact environment for someone ready to build.