---
title: 'Associate Program Manager, Customer Experience at Kikoff'
canonical: 'https://feeny.ai/job/associate-program-manager-customer-experience-kikoff-san-francisco-yd1sysqbph71'
type: 'job'
last_seen: '2026-10-30'
---

# Associate Program Manager, Customer Experience at Kikoff

- **Company:** Kikoff
- **Location:** San Francisco, CA
- **Compensation:** $132k–$155k
- **Posted:** 2026-10-28
- **Last confirmed live:** 2026-10-30
- **Apply:** https://job-boards.greenhouse.io/kikoff/jobs/4471016009

## Job description

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.

## About this role

As an Associate Program Manager, CX, you'll shape how millions of customers experience Kikoff end to end, turning customer insight into the systems and improvements that make every interaction better. You'll pinpoint the highest-impact gaps, decide where AI automation, CX tooling, and measurement will move the needle for customers and the business, and take solutions from idea to completion in order to drive measurable impact.

This isn’t a frontline support role. Our Customer Support team handles tickets, and your job is to build the systems and processes that make their work easier and the customer’s experience better. When part of the product is causing friction, you’ll bring the data, work with Product and Engineering to fix the root cause, and help define how we measure CX, including contact rate, CSAT, and customer risk signals.

This is a high-ownership role with exposure to strategic questions and a primary focus on execution: building systems that scale.

## Role & responsibilities

AI Automation

- Build our AI chatbot strategy (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), and work with the Product team to resolve them
- 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 CX, Operations, Product Ops, Consulting, or similar roles, including hands-on customer experience or support operations work
- Hands-on experience with CX tools (Zendesk, chat platforms, CSAT tools)
- 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:

- Exposure to automation, workflows, or AI-driven tools
- Experience building dashboards or working with data tools (SQL, Looker, etc.)

Base Range $132,000—$155,000 USD

A note on applying: We know great candidates sometimes hold back if they don’t meet every qualification listed. If you’re excited about this role and believe you can do the work, we encourage you to apply. We’re looking for capability and trajectory, not a perfect checklist match.

## 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](https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf).

## About Kikoff

## Company Overview
- **One-liner**: Kikoff is a personal financial technology company that builds credit, manages debt, and unlocks financial opportunity for underserved consumers.
- **Entity Type**: Private (Series C)
- **Headquarters**: San Francisco, California, United States
- **Founded**: 2019
- **Founders**: Cynthia Chen (CEO & Founder)

## Core Business
- **Primary industry/industries**: Consumer Fintech, Credit Building, Personal Finance
- **Target customers**: B2C – individuals seeking to build or improve credit scores, manage debt, and access affordable financial services.
- **Mission or purpose statement**: Empowering everyone to achieve financial security, no matter where they’re starting from.

## Products & Services
- **Credit Building ($5/month)**: A credit-builder loan that reports to major credit bureaus with no interest and no hidden fees.
- **Rent & Bill Reporting**: Reports on-time rent and utility payments to credit bureaus to help users build credit from everyday bills.
- **Secured Credit Card**: A card designed to help users establish or rebuild credit responsibly.
- **AI-Powered Debt Negotiation**: Complimentary service that uses AI to negotiate debt reductions for users (over $8M in debt relief since 2024).
- **Identity Theft Protection**: Monitoring and alerts for identity fraud.
- **Fynn (AI Credit Coach)**: Launched in 2026, an AI-powered coach providing personalised financial guidance.
- **Grant & Catch**: Additional products in the ecosystem (likely focused on grants and savings/catch-up features).

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed (unicorn status inferred from growth and investor profile).
- **Key Metric**: Annual Revenue surpassed **$300M** in 2025, more than doubling year over year while maintaining profitability since 2023.
- **Total Raised**: $42.5M (Series C)
- **Notable Investors**: Core Innovation Capital, Coatue, Lightspeed, Portage, Notable Capital (and 12+ others)
- **Growth Signals**: Profitable since 2023; reached $300M+ revenue in <7 years; 1M+ customers; 80M+ credit points boosted; 30K+ mortgages and 433K+ auto loans opened after using Kikoff; appointed CFO John Kaelle and CLO Robert Mahnke in 2026, signalling public-market readiness.

## Competitive Advantages
- **Radically affordable pricing** ($5/month for credit building vs. industry $300+) removes barriers for low-income users.
- **AI-first approach** for debt negotiation and credit coaching creates scalable, personalised solutions.
- **Proprietary technology** builds the entire stack in-house, lowering costs and enabling faster iteration.
- **Strong unit economics** and profitability demonstrate operational discipline uncommon at this growth stage.

## Strategic Focus
- **Continued product expansion** – adding new financial tools (Grant, Catch, Fynn) to create a one-tap financial security platform.
- **Deepening leadership bench** with IPO-experienced executives to prepare for future public listing.
- **Investing in AI and automation** to replace legacy systems and deliver faster, more accessible outcomes.
- **Scaling customer impact** – targeting underserved millions through low-cost, high-access offerings.

## Why Work Here
- **Mission-driven culture** with real impact: 1M+ customers helped, $8M in debt relief, 80M+ points boosted.
- **Financial stability** – profitable since 2023 with rapid revenue growth, reducing risk of layoffs.
- **Strong values in action**: "Company First, Ego Last", "Act Like an Owner", "Customer Obsessed", "Think in Years, Act Today", "Be Candid & Kind".
- **Comprehensive benefits**: Health benefits, flexible PTO, 401k matching, commuter benefits, fitness benefit, office lunches & dinners.
- **Hybrid/Office setting** in San Francisco (132 Hawthorne Street) – likely a collaborative in-office culture with team meals.
- **Growth trajectory** – team is "growing rapidly" (as stated on careers page), offering ample career advancement opportunities.
- **Engineering and AI focus** – investing heavily in technology, making it an exciting environment for engineers and product builders.

## Sources
1. [about.kikoff.com/careers](https://about.kikoff.com/careers)
2. [about.kikoff.com/company](https://about.kikoff.com/company)
3. [cbinsights.com/company/kikoff](https://www.cbinsights.com/company/kikoff)
4. [businesswire.com](https://www.businesswire.com/news/home/20260421425245/en/)

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