Team: CX Operations | CX AI Location: Singapore, Hong Kong, Philippines, APAC. You will need meaningful daily overlap with Hong Kong time (UTC+8). Reports to: AI Operations Lead, CX
About Reap
Reap is a leading global payment technology provider that enables financial connectivity and access for businesses worldwide. By merging traditional finance with digital assets, bridging disparate economies, and connecting key financial players, we are transforming the financial landscape into a more interconnected and interoperable space for efficient money movement.
With stablecoin-enabled corporate cards, payout solutions, and expense management tools, we streamline financial operations and empower businesses to scale. Our APIs enable businesses to embed finance into their own products and services, from issuing Visa cards to facilitating cross-border payments.
Reap is supported by a strong network of investors, including Acorn Pacific Ventures, Arcadia Funds, HashKey Capital, Hustle Fund, Fresco Capital, Abacus Ventures, and Payment Asia.
About The Role
Our customers get support from an AI agent. Not a chatbot with a decision tree — a genuine agent that reads account state through live tool calls, follows structured workflows, and resolves real financial-services problems end to end.
You will own how well it works.
The single number that matters is Independently Resolved Rate (IRR): the proportion of customer conversations the AI agent resolves completely on its own, without a human stepping in. It sits at 39% today with 3 months of uptime so far. We are going to 80% across every channel, and we are going to get there without degrading the quality of a single customer interaction.
That is the job. Find out why the agent fails, fix the cause, and build the tooling that makes the next fix faster than the last.
This is a hands-on role in a small team. You will not be handing recommendations to someone else to implement — you will be on the platform, writing the workflow, testing it, and shipping it to production. If you like owning a metric and having the keys to move it, this is a very good seat.
An honest word about the shape of the work. The centre of this job is iterative: root cause analysis, QA, workflow rewrites, testing, shipping, measuring — again and again, until the number moves and stays moved. That loop is the craft, and we need someone who genuinely enjoys it. Around that core, the role deliberately grows outward: you will build AI-powered tools for the wider CX and Operations organisation, and you will own the improvement strategy for your business line — not just execute one handed to you. Expect roughly 80% of your time in the iterative loop and 20% in building and strategic work at the start, shifting toward 70/30 as your first business line reaches business-as-usual. If you want a mostly-strategic seat, this is not it. If you want a seat where strategy is earned from the work, keep reading.
What you will own
Analyse
- Dig into ticket-level and aggregate performance data to find where and why the AI agent fails to resolve independently.
- Build and maintain the reporting that makes IRR movement legible — by business line, by channel, by intent, week over week.
- Run root cause analysis on failed resolutions and turn findings into a prioritised, evidence-backed improvement backlog.
Improve and ship
- Design, write, and deploy natural language workflows that raise resolution rates while holding our standards for tone, accuracy and compliance.
- Tune guardrails, business contexts, and escalation logic so the agent knows both what to do and when to stop.
- Test rigorously before production — simulation runs, scenario testing, staged rollout, and a rollback plan that actually works.
- Measure the effect of every change. If a shipped improvement did not move the number, say so and iterate.
Keep it current
- Own the freshness and structure of the knowledge sources the agent reasons over. In a company that ships this fast, stale knowledge is the quietest and most expensive source of failed resolutions.
- Maintain the configuration registry so that anyone can understand what is live, why, and who changed it last.
Collaborate on the tool layer
- Work with Platform Engineering on the MCP integrations that give the agent access to account, card, transaction and payment data.
- Specify what the agent needs, identify gaps and data quality problems in existing tools, and pressure-test new tool surfaces before they reach production.
- Write and debug low-code tool functions in JavaScript to extend agent capability where a platform integration does not exist yet.
Build for CX and Operations, not just the agent
- Build the internal automation and AI-powered tooling that makes the improvement loop faster: issue-trend monitoring, automated QA of AI-handled tickets, knowledge-staleness alerting, and outage-to-agent awareness so the agent knows about an incident before customers start asking.
- Extend that same capability to the wider CX and Operations teams — internal AI tools, workflow automations, and data products that remove manual effort well beyond the support agent itself. Part of the point of this role is reducing our dependency on engineering capacity for CX tooling: where today an internal tool waits in a platform queue, tomorrow you build it.
- Treat your own productivity, and your team's, as an engineering problem.
Own the direction, not just the queue
- Set and own the improvement roadmap for your business line — you write the plan, defend the prioritisation, and report the results to CX leadership.
- Contribute to where the AI programme goes next: expansion sequencing across business lines, what we measure and why, and where AI can serve CX and Operations beyond support tickets.
- From your second quarter, co-shape the playbook for the next business line expansion, informed by what worked and what didn't on your first.
Your first six months
Months 1–3 — Own a Product, Reap Business Account
- Ramp on Lorikeet, our MCP tool surface, our workflow standards and our ticket taxonomy.
- Take end-to-end ownership of the AI agent for our Reap Business Account line: workflows, knowledge, guardrails, tooling, performance.
- Drive IRR on that line from 40% toward 60%, evidenced by shipped improvements and week-over-week movement, not one-off spikes.
- Establish the operating rhythm — a repeatable weekly loop of analyse, diagnose, ship, measure — and own the improvement roadmap that the loop feeds.
Months 4–6 — Extend and harden
- Reach and hold 60% IRR on Reap Business Account, and take it to business-as-usual: documented, monitored, stable without daily intervention.
- Extend the operating model to our other business lines, adapting rather than copying — and co-author the expansion playbook as you go.
- Take the tooling you built in the first phase from minimum viable to genuinely production-grade — reliable, documented, and used by other people without you in the room.
- Ship your first AI or automation tool for a CX or Operations team outside the agent loop.
What we are looking for
Essential
- 3+ years in customer experience operations, support operations, conversation design, automation operations, or a closely related field.
- Direct hands-on experience configuring and improving an AI or automated support agent in production. Any platform — Lorikeet, Ada, Sierra, Decagon, Intercom Fin, Forethought, Zendesk AI, or a bespoke build. What matters is that you have owned agent behaviour against a metric, not that you know our stack.
- Strong analytical ability with support data. You are comfortable in transforming data into actionable items, building your own analysis rather than waiting for a dashboard.
- Deep improvement mindset with the desire to make things run better and faster while dealing with ambiguity.
- Genuine appetite for iterative work. The loop of diagnose, fix, measure, repeat is the job at its core — we want someone energised by compounding small wins, not someone waiting for the iteration to end.
- Low-code fluency. You can read, write and debug JavaScript functions; you understand JSON, REST APIs and webhooks; you can work with an automation platform such as n8n, Make or Zapier. You do not need to be a software engineer, but you must be unafraid of code.
- Excellent written English. You will be writing instructions an AI follows and copy customers read. Precision and clarity are the core craft of this role.
- Experience with a modern ticketing platform (Zendesk, Intercom, Freshdesk or similar).
- Comfort operating in ambiguity, in a small team, with a fast-changing product.
Desirable
- Fintech, payments, banking or another regulated environment.
- Familiarity with agentic AI concepts — tool calling, Model Context Protocol, retrieval, evaluation frameworks.
- Experience designing evals, simulation suites or automated QA for AI systems.
- Experience building internal tools, automations, or AI-powered products for operations teams — anything from an n8n pipeline that killed a manual process to a small internal app people actually use.
- Prompt engineering with a track record of measurable improvement, not just experimentation.
- Notion, and a genuine habit of writing things down.
This role is probably not for you if
- You want to build models rather than operate them.
- You prefer producing recommendations to shipping changes yourself.
- You want a mostly-strategic role today. The strategic share of this seat is real and it grows, but it is earned through the iterative work, and the iterative work is most of most weeks.
- You want a stable, well-defined system to maintain. Ours changes weekly.
How we measure success
IRR is the North Star, but we hold it honestly. A resolution that leaves a customer unhappy is not a resolution. You will be measured on IRR alongside customer satisfaction, escalation quality, and the rate at which the agent wrongly closes something it should have handed to a human. We would rather move IRR by five real points than fifteen fictional ones.
Benefits You'll Enjoy
- A vibrant, inclusive and international work culture
- Generous annual leave to relax and recharge, plus public holidays
- Health insurance budget to keep you covered
- Be part of a fast-growing global team
- Flexible remote work environment with a global, collaborative team
- Home office equipment budget
- Your own Corporate Reap Card — no more out-of-pocket spending
- Additional benefits that keep growing over time
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