CX Strategy Associate

San Francisco, United StatesOn-site

Responsibilities

Improve chatbot performance (coverage, containment, resolution quality)
Design and implement automation beyond chatbots, including:
Improve and maintain core CX systems (e.g., Zendesk, workflows, CSAT collection)
Support development of internal tools that increase agent and team efficiency
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
Own initiatives end-to-end: problem definition → solution design → launch → measurement

Kikoff: A FinTech Unicorn Powering Financial Progress with AI
With innovative technology and AI, we simplify credit building, reduce debt, and expand access to financial opportunities to those who need them the most.
We value extreme ownership, clear communication, a strong sense of craftsmanship, and the desire to create lasting work and work relationships.
Role & responsibilities AI Automation
experience in Operations, Product Ops, CX, Consulting, or similar roles
Ability to operate in ambiguous environments and drive execution •
Experience working cross-functionally with Product, Engineering, or Operations teams
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.)

We're a profitable, high growth FinTech unicorn serving millions of people, many of whom are building credit or navigating life paycheck to paycheck.
Base Range $110,000 — $145,000 USD
Equal Employment Opportunity Statement

At Kikoff, our mission is to provide radically affordable financial tools to help consumers achieve financial security.
Founded in 2019, Kikoff is headquartered in San Francisco and backed by top-tier VC investors and NBA star Stephen Curry. 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.
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.