CX Strategy Associate

Kikoff is a profitable, pre-IPO fintech company on a mission to empower everyone to achieve financial security.

San Francisco Posted 3mo ago fintech

Kikoff: The Fintech Powering Financial Security at Scale
Kikoff is a profitable, pre-IPO fintech company on a mission to empower everyone to achieve financial security. With record revenue growth in 2025 and a unicorn valuation, we've built a suite of products that help millions of people build credit, access liquidity, and save money.
We're scaling fast. Join us if you want to build something meaningful and help millions of people move forward financially.

Why Kikoff:

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.

CX Strategy Associate

About this role

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.

Role & responsibilities

AI Automation

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)

CX Tooling

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

Measurement & Insights

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

Cross-functional execution

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

Expertise & experience required

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

Nice to have:

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.)

Base Range

$110,000—$145,000 USD

Equal Employment Opportunity Statement

Kikoff Inc. is an equal opportunity employer. We are committed to complying with all federal, state, and local laws providing equal employment opportunities and considers 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.

Please reference the following for more information.

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