3rd hire: ⭐ Customer Success

Job Description: Customer Success Team Member

Salary: $70K - $100K Employment Type: Full-Time

Position Overview

Join Kovo as the 3rd member of our two-person customer success team! We are an early-stage startup transforming financial access for underserved Americans. If you have experience providing exceptional customer support and account servicing in an early-stage or high-growth consumer fintech startup, we'd love to chat. We're looking for someone who can continue meaningfully contributing to customer support and account servicing operations as our team grows.

About Kovo

Kovo is transforming financial access for underserved Americans, believing everyone deserves the opportunity for economic independence. Our innovative financial empowerment platform creates pathways to credit and financial inclusion, empowering individuals traditionally excluded from financial opportunities.

We have achieved significant growth, scaling revenue 10x and improving efficiency 5x over the past two years. Our revenue per employee exceeds the 90th percentile benchmark among startups. Kovo is a venture-scale company that has started generating positive free cash flow early in its lifecycle, allowing us to accelerate momentum without being dependent on venture funding. We are seeking exceptional individuals eager to help us scale another 10x and beyond.

Kovo is backed by Inspired Capital and Homebrew, along with founders and leaders from prominent companies such as Plaid, Cash App, Affirm, NerdWallet, Ramp, Alloy, MoonPay, Uber, Etsy, LendingClub, Column, Carbon Health, and Grindr.

About You

• Energized by providing great support to traditionally underserved customers and scaling that support for a business focused on financial empowerment for millions.
• Comfortable in a high-intensity role and seeking an ambitious workload (not a 40-50 hour workweek).
• Thrive in a remote work environment.
• Possess prior experience (2+ years) working in a professional customer support and/or account servicing role for an early-stage or high-growth consumer fintech startup.
• Motivated to use AI, automation, and data tools in your day-to-day work to push the boundaries of what a single individual can do.
• A self-starter who thrives in ambiguity, handles shifting priorities fluidly, and works effectively with cross-functional teams.
• Enjoy leveraging customer support interactions to find and report bugs internally.
• Experience interfacing with engineering.
• Possess early-stage startup experience and demonstrated ability to learn rapidly.
• Proficient with SQL (bonus).

Responsibilities

• Support our customers.
• Scope self-serve features.
• Scale servicing operations.
• Contribute to establishing the customer success foundation for the entire company.
• Have input in long-term support and servicing decisions.

Why You Might Be Excited About Us

• Directly impact millions of underserved individuals’ ability to access credit.
• Work with minimal bureaucracy and significant ownership, having a broad impact.
• We don't micromanage and will set you up to do your best work.

Why You Might Not Be Excited About Us

• We’re a small team; roles and responsibilities evolve quickly.
• Priorities and projects shift as we learn and adapt.
• We’re still building foundational systems and processes.