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About the Role
Sela's AI voice agents handle approximately 600,000 calls daily for major mortgage lenders. You will serve as the crucial link between Sela and its customers, relaying insights to the team to guide Sela's future development. Your role involves ensuring Sela functions effectively for each client, managing the relationship from deployment to expansion, refining agents, and collaboratively defining success metrics. This includes both strategic guidance and practical implementation using Cursor and Claude Code.
Responsibilities
- Lead end-to-end agent delivery, including scoping, building, launching, and iterating on production voice agents.
- Reshape agents to align with specific lender operations, covering conversation flows, edge cases, compliance, and human handoff points.
- Serve as the primary point of contact and trusted advisor for customers, understanding their definition of success and developing plans to achieve it.
- Proactively monitor account health, anticipate issues before they escalate, and identify unmet needs and patterns to inform the product roadmap.
- Contribute to defining playbooks and operating standards for the function as the team scales.
Requirements
- A clear, effective communicator with polish, capable of delivering all types of news while maintaining customer trust.
- Proven ability to own outcomes end-to-end in ambiguous, fast-paced environments, going beyond executing a defined scope.
- Good data intuition; comfort analyzing datasets to understand insights, even without expert-level SQL skills.
- A strong willingness to learn and a desire to gain deep technical product knowledge.
- Experience working directly with customers or partners in areas such as agent deployment, agent strategy, strategic partnerships, or technical account management.
- Familiarity with the mortgage, lending, or other regulated financial services industries.
- Experience in an early-stage startup environment.
Skills
- Communication
- Customer Relationship Management
- Problem Solving
- Data Analysis
- Technical Product Knowledge
- Agent Deployment
- Agent Strategy
- Strategic Partnerships
- Technical Account Management
- Mortgage Industry
- Lending Industry
- Financial Services
- Startup Environment
Location
- San Francisco
Work Type
- Hybrid
- Full-time
Experience Level
- Mid-level
- Senior
Benefits
- Top-tier medical, dental, and vision coverage for employees and dependents
- 401(k) with a top-tier employer match
- Unlimited Paid Time Off (PTO)
- Snacks
- Weekly team lunches
- Dinner provided by Sela
About the Company
- Sela is the leading AI voice agent provider for mortgage lenders, founded in 2024.
- The company has experienced rapid growth, achieving approximately $13 million in revenue within 20 months.
- Sela serves 5 of the top 10 largest independent mortgage banks in the U.S. as enterprise customers.
- The company has secured $21 million in Seed and Series A funding from prominent investors.
- Sela aims to reduce the cost of homeownership in the U.S. by approximately 1%.
- The company is at the forefront of disrupting the $100 billion phone sales industry through applied AI.
- Sela's long-term vision is to own the consumer relationship in the mortgage vertical and become the essential AI infrastructure for high-consideration consumer sales.