Lead, CS AI Content (Fintech)

TL;DR

Lead, CS AI Content (Fintech): Building and maintaining structured, machine-readable content for AI-driven customer support tools with an accent on conversational dialogue flows, API-connected workflows, and decision trees. Focus on optimizing AI containment, CSAT, and risk prevention through accurate, audit-ready content configurations.

Location: Hybrid (2-3 days/week) in New York, San Francisco, or Salt Lake City; remote options available for US-based candidates with relocation assistance.

Salary: $82,800–$115,000 USD (market-based, varies by geographic tier).

Company

A growth-stage fintech company headquartered in NYC, dedicated to creating a more hirify.globalible and accessible rent payment experience for users.

What you will do

• Write and maintain AI-native content for chatbot, voicebot, and agent assist tools.
• Author multi-turn conversational dialogue flows and safe human-handoff logic.
• Optimize AI workflows to ensure accurate data retrieval and API-triggered actions.
• Identify and resolve gaps in SOPs and support documentation that impact AI performance.
• Monitor chatbot and voicebot analytics to address containment gaps and content issues.
• Maintain version-controlled, audit-ready training content aligned with regulatory requirements.

Requirements

• Must be based in the United States.
• Experience in Customer Success, Content Operations, Trust & Safety, or QA.
• Hands-on experience with conversational AI or AI-powered support tools.
• Strong ability to execute with structure in ambiguous, high-growth environments.
• Effective cross-functional collaboration skills with Product, Engineering, and Ops teams.
• Experience in fintech, payments, or high-growth startups is preferred.

Culture & Benefits

• Competitive medical, dental, and vision insurance for U.S. employees.
• Company equity and 401(k) plan with company match.
• Unlimited paid time off plus 13 company-paid holidays.
• Parental leave and free hirify.global subscription.
• Inclusive, diverse, and equal opportunity workplace culture.