Technical Customer Experience Specialist (AI, SQL)

This role is equal parts building AI systems and doing hands-on customer support. You will train and improve chatbots that handle 30,000+ monthly contacts, and you will personally resolve the complex, sensitive cases those systems can't. If you're only interested in one side or the other, this isn't the right fit. If the intersection is where you thrive, keep reading. On the technical side: AI chatbot building experience is required. You need to have built or trained chatbots in a professional setting, not just used them. SQL is not required coming in, but you will be expected to learn it on the job. The team uses SQL daily for data analysis and codes their own dashboard improvements. You should be excited about that, not intimidated by it. My client is a profitable, high-growth fintech startup transforming financial access for underserved Americans. They've grown revenue 20x in three years while staying cash flow positive. With $5M+ raised and a lean team of under 30, they're scaling AI-powered support systems while managing a transition to a new CX platform. You'll report directly to the founding team (ex-Plaid, ex-Google) in a low-ego, high-impact culture. What You Will Do Building, managing, and improving AI-powered customer experience agents and systems, including leading the transition to a new CX platform Resolving complex, sensitive customer issues that require manual investigation and deep empathy for people navigating financial difficulty Identifying patterns across