CX Strategy Associate

This is a consumer fintech startup, and you will be working with serial entrepreneurs who have built strong consumer brands and innovative products. We value extreme ownership, clear communication, a strong sense of craftsmanship, and the desire to create lasting work and work relationships. Yes, you can build an exciting business AND have real-life real-customer impact.

As a CX Strategy Associate, you will improve how customer experience scales across automation, tooling, and measurement. This role focuses on identifying high-impact CX gaps and building scalable solutions that improve efficiency, reduce friction, and strengthen customer outcomes.

You will work on problems that sit between Product and Operations—ranging from improving onboarding flows to enhancing support automation and building internal tools. This role also contributes to shaping how we measure and optimize customer experience, including areas like contact rate, CSAT, and customer risk signals.

This is a high-ownership role with exposure to strategic questions, but with a primary focus on execution and building systems that scale.

• Improve chatbot performance (coverage, containment, resolution quality)
• Design and implement automation beyond chatbots, including:
• Agent-assist / “copilot” workflows to reduce manual effort and errors
• Automated servicing flows (e.g., follow-ups, status updates, issue resolution)
  
  

• Improve and maintain core CX systems (e.g., Zendesk, workflows, CSAT collection)
• Support development of internal tools that increase agent and team efficiency
• Help standardize tooling and workflows across support channels
  
  

• Analyze CX performance across channels (chatbot, support, product journeys)
• Identify friction points not captured in support tickets (e.g., drop-offs, dead ends)
• Build and maintain dashboards to track key CX metrics and initiative impact
  
  

• Partner with Customer Operations, Product, and Data teams to implement solutions
• Own initiatives end-to-end: problem definition → solution design → launch → measurement
• Translate customer insights and data into actionable improvements
  
  

• 2–4 years experience in Operations, Product Ops, CX, Consulting, or similar roles
• Strong analytical and problem-solving skills
• Ability to operate in ambiguous environments and drive execution
• Experience working cross-functionally with Product, Engineering, or Operations teams
• High ownership and bias toward action

• Experience with CX tools (Zendesk, chat platforms, CSAT tools)
• Exposure to automation, workflows, or AI-driven tools
• Experience building dashboards or working with data tools (SQL, Looker, etc.)