AI Support Specialist

At Tilt (formerly Empower), we see a side of people that traditional lenders miss. Our mobile-first products and machine learning-powered credit models look beyond outdated credit scores, using over 250 real-time financial signals to recognize real potential. Named among the next billion-dollar startups, we're not just changing how people access financial products — we're creating a new credit system that backs the working, whatever they're working toward.

Tilt is hiring an AI Support Specialist to take ownership of our AI Agent and help us deliver fast, accurate, and scalable support to our customers. Our support team is often the first line of contact with customers, and AI is becoming a big part of how we scale that experience without losing quality. You’ll have the chance to shape how we use AI to help people and do it in a thoughtful, high-impact way. You'll be a key partner across teams, helping us find the right balance between automation and the human touch.
Your focus will be to ensure that our AI performs at its best by resolving common issues, surfacing helpful information, and improving the overall experience for users. You’ll spend time reviewing how the AI interacts with customers, identifying where things can be better, and working with teams across the company to make those improvements happen. This is an ideal role if you enjoy digging into customer data, thinking about edge cases, and figuring out how to turn good tools into great ones. You’ll report directly to our Manager of Digital Transformation on the Customer Operations team.
Tilt is a remote-first company that fosters connectivity through regular offsites. Travel for company offsites is required at least twice per year.

• Ensure that our AI Agent is resolving customer questions quickly and accurately

• Review conversations and performance data to spot patterns and identify what needs fixing

• Work with Product, Engineering, and Support to roll out improvements and expand what the AI can handle

• Prioritize automation opportunities based on what you're seeing in the data and from customers

• Recommend changes to content, workflows, or integrations that would make the experience smoother

• Monitor how the AI is performing and share updates with the broader team

• Influence how we support customers more broadly based on your learnings, not just through AI

• 4+ years of experience in customer support, customer experience, or support operations

• Background in fintech preferred but not required

• A track record of working on cross-functional projects and getting things done

• Strong communication skills and the ability to turn customer insights into clear recommendations

• Proficient in maintenance of enterprise-level conversational AI and virtual agent platforms

• Comfortable working with data dashboards or support analytics tools

• Familiarity with APIs and a basic understanding of how systems connect behind the scenes

• Bonus if you’ve worked with version control tools like Git or have some experience with programming, but it’s not required

1. Initial Recruiter Call: A conversation to learn about your experience and what you're looking for in your next role.

2. Hiring Manager Interview: A deeper discussion about your background and the AI Support Specialist role

3. Skills Panel: Meet with Tilt team members to discuss your expertise and approach to problem-solving.

4. Leadership Conversation: Final conversation with our CFO to discuss our mission and how you could contribute to it (and how we can help you achieve your career goals along the way).

Don’t meet every qualification? We care about potential over your past. If you're bringing ambition and drive to what we're building, we want to hear from you.

• Virtual-first teamwork: The Tilt team is collaborating across 14 countries, 12 time zones, and counting. You’ll get started with a WFH office reimbursement.

• Competitive pay: We're big on potential, and it's reflected in our competitive compensation packages and generous equity.

• Complete support: Find flexible health plans at every premium level, and substantial subsidies that stand up to global standards.

• Visibility is yours: You can count on direct exposure to our leadership team — we’re a team where good ideas travel quickly.

• Paid global onsites: Magic happens IRL: we gather twice yearly to reconnect over shared meals or kayaking adventures. (We’ve visited Vail, San Diego, and Mexico City, to name a few.)

• Impact is recognized: Growth opportunities follow your contributions, not rigid promotion timelines.

We're looking for people who chase excellence and impact. Those who stand behind their work, celebrating the wins and learning from the missteps equally. We foster an environment where every voice is valued and mutual respect is non-negotiable — brilliant jerks need not apply. We're in this together, working to expand access to fair credit and prove that people are incredible. When you join us, it's not just another day at the [virtual] office, you're helping millions of hardworking people reach better financial futures.

You’re pushing ahead in your career? We can get behind that. Join us in building the credit system that people deserve.