CX Strategy Associate

Kikoff: A Fin Tech Unicorn Powering Financial Progress with AI

At Kikoff, our mission is to provide radically affordable financial tools to help consumers achieve financial security. We're a profitable, high‑growth Fin Tech unicorn serving millions of people, many of whom are building credit or navigating life paycheck to paycheck. Our innovative technology and AI simplify credit building, reduce debt, and expand access to financial opportunities for those who need them the most.

Founded in 2019, Kikoff is headquartered in San Francisco and backed by top‑tier VC investors and NBA star Stephen Curry.

This is a consumer fintech startup where you will work with serial entrepreneurs who have built strong consumer brands and innovative products. We value extreme ownership, clear communication, craftsmanship, and a desire to create lasting work and relationships. You can build an exciting business and have real‑life 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.

The role also contributes to shaping how we measure and optimize customer experience, including contact rate, CSAT, and customer risk signals. It 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.)

$110,000 – $145,000 USD

Kikoff Inc. is an equal‑opportunity employer. We are committed to complying with all federal, state, and local laws, providing equal employment opportunities, and consider qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.