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Salary: USD 60,000 - 80,000 / annual
Kikoff is a profitable, pre-IPO fintech company on a mission to empower financial security at scale. As a Tier 3 Customer Support Escalations Specialist, you will own Kikoff's most complex and sensitive customer escalations—cases that go beyond what frontline and Tier 2 agents can resolve independently.
You will investigate, manage, and resolve escalations via email while adhering to complaint management policies and regulatory frameworks. Your work will focus on thorough, defensible resolution and real-time de-escalation. You'll perform root-cause analysis on escalations to distinguish systemic failures from one-off errors, surfacing findings to Customer Operations leadership to reduce future volume. Collaboration with the broader Operations team is essential to share escalation trends and align on process improvements.
Beyond escalation resolution, you will conduct regular QA reviews and audits of Tier 1 and Tier 2 ticket queues across both BPO and chatbot systems to assess resolution quality, accuracy, and appropriate escalation behavior. You'll identify patterns in misrouted or mishandled tickets and flag them with clear documentation and recommendations. You'll contribute to QA rubrics and scoring frameworks that help the broader Customer Operations team raise its baseline.
You will own internal documentation for complex case types, keeping resolution paths, SOPs, and escalation decision trees current and accessible. You'll serve as a subject matter expert for Tier 1 and Tier 2 agents, supporting training and closing knowledge gaps that drive unnecessary escalations.
Required: 2–5 years of customer support experience with meaningful time in escalations, complex case management, or a Tier 2/3 role. Strong written communication is essential—your case notes, customer responses, and internal escalations must be clear, accurate, and defensible. You must demonstrate high ownership, following cases through to resolution without letting things fall through the cracks. You should be able to work within a structured ops team without needing heavy direction.
Nice to have: background in consumer fintech, neobank, or credit-adjacent startup; comfort navigating compliance-adjacent issues such as consumer disputes, FCRA, fraud claims, or regulatory complaints; experience contributing to QA programs, SOPs, or internal documentation; experience with Zendesk or similar ticketing platforms.
