Job description
About Kustomer
Kustomer is the industry leading conversational CRM platform perfecting every customer experience. Built with intelligent tools such as AI and Automation, no code-configuration and a connected data platform that unifies data from multiple sources through a single timeline, Kustomer empowers businesses to operate with greater efficiency and deliver more personalized service to customers across any channel, making every interaction more meaningful and memorable. Today, Kustomer is the core platform for some of the leading customer service brands like Abercrombie, Away Travel, Reformation, Hexclad and Sweetgreen.
Kustomer was founded in 2015 by serial entrepreneurs Brad Birnbaum and Jeremy Suriel and has raised over $230M in funding backed by leading VCs. Meta announced its intention to acquire Kustomer in 2020 and completed the transaction in 2022. Kustomer joined Meta’s Business Messaging Group to transform the way people and businesses communicate through modern messaging channels.
In 2023, Kustomer spun out from Meta as a standalone company backed by original partners, Battery, Redpoint and Boldstart Ventures, who have invested $60M. In 2025, Kustomer announced a $30M Series B led by Norwest, with continued support from Battery, Redpoint, and boldstart. This milestone reflects strong conviction in our vision and fuels our next chapter of growth: expanding our AI-native platform, accelerating product innovation, and scaling our exceptional team.
Our Krew is made up of passionate and collaborative people who really care about what they do and the people they help. We look for people who are passionate about enhancing the customer service experience for everyone involved, as it’s the core of what we do. We’re growing our business with no plans of slowing down. We actively seek individuals who want to learn and be challenged every day. We have also transitioned to a remote friendly company, with Krew members located throughout the U.S. coming together for Kamp Kustomer each year.
About the Role
Kustomer is leading the way in helping businesses enhance their Customer Experience needs through AI. As an AI Architect on our Professional Services team you will work closely with our clients as they build out their AIC (AI for Customers) and AIR (AI for Representatives) agents and tooling. You will gain a deep understanding of our clients’ systems to help ensure that the appropriate integrations are established and the complete datasets are available for the LLMs to deliver the answers that reps and end-users need. You will design integrations that allow Kustomer AI agents to interact with client systems: delivering order information, triggering actions like refunds and scheduling, updating Kustomer Conversations, and more.
You will be going onsite with Professional Service colleagues to collaborate closely with customer stakeholders.
You’ll be responsible for:
Leading deep technical discovery sessions with client experts to fully understand their use cases and the systems that will support them
Designing and building AI agents and tools that will perform automated CX tasks
Building demo and pilot environments that can showcase the abilities of the Kustomer AI platform
Guiding clients through data integration activities
Supporting the Account Executive and SC teams with customer facing pre-sales conversations
Collaborating with other Professional Services team members during customer onsites (travel up to 25%)
Authoring documentation, best practice whitepapers, and client guidebooks for agentic tooling
Collaborating internally with Product & Engineering to help inform the direction of the AI functionality within the Kustomer platform
Collaborating with all levels of the CX organization to ensure that AI knowledge and best practices are well known
Your qualifications:
Several years of experience in engineering, architecture, or technical consulting, ideally in Enterprise B2C SaaS and Professional Services delivery
Proven track record in prompt engineering, building API integrations and hands-on prototype development
Experience acting as a key customer-facing consultant, advising clients and ensuring solutions align with business goals.
Ability to run effective customer discovery sessions and truly unpack the use cases that drive a customer’s workflows and business processes
Experience with machine learning concepts, plus the ability to communicate value to diverse audiences
Familiarity with the Customer Experience and Customer Support space and modern data stacks; comfortable discussing governance, security, and omnichannel delivery (email, voice, social, chat, bot, etc)
Proficiency in testing REST APIs (e.g. Postman) and ability to debug
Strong presentation skills; adept at explaining complex ideas and guiding stakeholders toward impactful solutions
Innate curiosity for exploring new technologies, tooling, and frameworks, and excitement to share insights and cutting-edge technologies with colleagues
HIPAA Compliance
All roles at Kustomer may involve handling sensitive personal data.
Benefits
Kustomer offers an array of benefits including competitive salaries and stock options. In the U.S. we offer 100% healthcare coverage, 401K, WiFi and Mobile reimbursement, and a generous vacation policy; in the UK we also offer pension, supplemental health insurance and other perks.
Diversity & Inclusion at Kustomer
Kustomer is committed to bringing together individuals from different backgrounds and perspectives.
We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.
Disclaimer: Kustomer only contacts candidates from company email addresses ending in kustomer.com and does not seek funds from candidates in any circumstances.
