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Kikoff: A FinTech 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 FinTech unicorn serving millions of people, many of whom are building credit or navigating life paycheck to paycheck. With innovative technology and AI, we simplify credit building, reduce debt, and expand access to financial opportunities to 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.
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.
As the CX Strategy Manager, you will own how customer experience scales across automation, tooling, and measurement. This role is responsible for defining the systems, metrics, and strategy that shape how customers interact with Kikoff—and how efficiently we support them.
This role directly influences company-level decisions around how customers access support, where to invest in experience improvements, and how to balance customer satisfaction, cost, and risk.
Role & responsibilitiesAI Automation & CX Systems- Own chatbot and AI automation strategy (coverage, containment, escalation quality)
- Expand automation beyond chatbots, including agent-assist / copilot systems and automated servicing workflows
- Own the CX tooling ecosystem (Zendesk, workflows, CSAT systems, integrations) and evolve systems architecture as the company scales
- Lead development of internal tools that significantly improve team efficiency and quality
- Define and own core CX metrics: contact rate (all channels), deflection, cost per contact, CSAT, and complaint volume
- Build dashboards and establish consistent measurement frameworks across CX
- Own and drive decisions on key CX levers using ROI frameworks
- Analyze which customer issues and journeys most impact business outcomes (e.g., churn, complaints)
- Own cross-functional CX issues:
- Complex trade-offs in onboarding, payments, and other core areas
- Dead-end experiences where users fail silently
- Root causes of complaints and regulatory risk
- Drive cross-functional initiatives to resolve these issues and improve end-to-end customer experience
- Hire, manage, and develop CX Strategy Associates
- Partner x-functionally to improve efficiency and influence roadmap decisions
- Serve as a leadership voice on CX systems and performance, guiding company-level decisions with data and insights
- 6–10 years experience in CX, Operations, Product Ops, Consulting, or similar roles
- 2+ years of experience in a direct people management role, with a proven track record of leading teams of 2 or more individuals
- Proven experience owning tooling, systems, or automation in a CX or operations environment
- Strong analytical foundation and experience using metrics to drive decisions
- Experience owning or influencing cost, efficiency, or volume-related metrics
- Experience leading complex, cross-functional initiatives
Nice to have:
- Experience with AI/chatbot platforms and automation systems
- Deep familiarity with CX tooling (Zendesk or similar)
- Experience in high-growth consumer companies
- Experience improving efficiency metrics (deflection, cost per contact, etc.)
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.
What We Do
Kikoff is a personal finance platform that offers the simplest credit-building solution out there: $0 fees, 0% interest, and no credit pull. Your credit score is the foundation of your financial health – yet most people don’t have the credit score they deserve. That’s why Kikoff built the most accessible and affordable credit-building solution – it’s also the fastest growing and the top-rated credit building mobile app. Kikoff works whether you’re new to credit or looking for an extra boost. Building credit is just the start; Kikoff is building a personal finance platform designed to help consumers achieve financial wellness. Driven by the co-founders’ and team’s personal experiences, Kikoff’s mission is to provide refreshingly fair, effective, and simple pathways to meet your financial goals. Kikoff is a Series B company and has raised over $42 million in total funding. Investors include Portage Ventures, Lightspeed Venture Partners, GGV, Coatue, Core Innovation Capital, and basketball star Stephen Curry. Kikoff was founded in 2019 and is headquartered in San Francisco, California.
Why Work With Us
We are building an organization that maximizes growth and learning; we are invested in helping you grow and achieve what you want in your career. Our principles include a bias towards action, work in public, first principles thinking, intellectual honesty and extreme ownership.
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