AI Operations Engineer, CX

Job Description

AI Operations Engineer, CX 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. Show More