Kustomer Innovation & Technology Culture

The speed and scale of innovation at Kustomer is truly unlike anything I have seen before at other companies. A lot of that comes from the leadership and deep expertise of our CEO and CTO, Brad and Jeremy, both of whom are engineers. We also intentionally blur boundaries in a lot of ways within product development, which is where I think the world is heading. 

Being ‘skrappy’ means we always operate with a startup mindset — staying agile, innovative and unafraid to challenge the status quo. This allows us to move quickly, iterate constantly and deliver industry-first solutions.

What’s it like to work on the AI and machine learning team at your company?

Our entire company is an AI team! We focus on using AI for speed and collaboration that’s grounded in real customer problems. We ship AI features that CX teams use every day, like Data Explorer for natural language analytics and our Architect, Envoy and Concierge, so the feedback loop is immediate and the work never feels academic. I get to partner closely with engineers, designers and customers to turn emerging capabilities into products that make a measurable difference.

How is your team applying emerging technology in practical, business-relevant ways?

AI is at the core of customer service operations for both B2C and B2B customers. Data Explorer lets CX leaders ask questions of their data in plain English, while Architect, Envoy and Concierge handle reasoning, routing and resolution across conversations. The focus is always on practical outcomes like faster resolutions and better insights and we obsess over trust and accuracy because these tools have to earn their place in a customer support rep's daily workflow.

What should candidates know about the tools, collaboration or problem-solving involved in AI work at your company?

Expect to work hands-on with frontier LLMs and to think hard about how AI behaves in real production environments where reliability matters. Collaboration is constant and cross-functional and the most valuable skill is translating ambiguous customer needs into clear product decisions. AI has enabled our product to meet customer needs at the fastest pace ever. If you like solving problems where the technology is genuinely new and the impact is immediate, you'll feel at home here.