Join Kikoff as a Customer Support Escalations Specialist to resolve complex customer issues and improve operational processes.
Posted by employer 2 months ago
First seen on Joblaze 1 day ago
Last verified on the company career page 1 day ago
What you'll build
- Investigate and resolve complex customer escalations
- Conduct regular QA reviews and audits of ticket queues
- Own internal documentation for complex case types
- Perform root-cause analysis on escalations
- Identify patterns in misrouted or mishandled tickets
Must have
- 2–5 years of experience in customer support
- Strong written communication
- High ownership
- Able to work within a structured ops team
Nice to have
- Background in a consumer fintech
- Comfortable navigating compliance-adjacent issues
- Experience contributing to QA programs
- Experience with Zendesk or similar ticketing platforms
Requirements
- Experience
- 2–5 years
Not disclosed in this posting: work arrangement, visa sponsorship.
Joblaze summary
The Customer Support Escalations Specialist at Kikoff handles the most challenging customer issues that require in-depth investigation and resolution beyond the capabilities of lower-tier support agents. This role demands strong written communication skills and a proactive approach to managing complex cases, along with experience in customer support and escalations. Ideal candidates will have a background in fintech or related fields, and a keen understanding of compliance issues. The position emphasizes ownership and collaboration with the broader operations team to enhance processes and improve customer satisfaction.
Joblaze insights
- Listed yesterday — first seen on Joblaze September 28, 2026. Last confirmed on Kikoff's careers page September 28, 2026.
- Salary band is below the typical range for comparable tech roles (median ~$126,400).
- Starts above 3% of 1267 comparable mid other roles in United States we track (median $105,000 across 180 companies).
Quick facts
- What's the salary range?
- Kikoff lists $60,000–$80,000 for this role.
- How much experience is required?
- 2–5 years of relevant experience for this Customer Support Escalations Specialist role.
- What seniority level is this role?
- Kikoff targets mid-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Customer Support Escalations Specialist role at Kikoff.
From the original posting
Kikoff: The Fintech Powering Financial Security at Scale
Kikoff is a profitable, pre-IPO fintech company on a mission to empower everyone to achieve financial security. With record revenue growth in 2025 and a unicorn valuation, we've built a suite of products that help millions of people build credit, access liquidity, and save money.
We're scaling fast. Join us if you want to build something meaningful and help millions of people move forward financially.
Tier 3 Customer Support Specialist
About This Role
As a Tier 3 Customer Support Specialist, you will own Kikoff's most complex and sensitive customer escalations — the cases that go beyond what frontline and Tier 2 agents can resolve on their own. This role sits at the intersection of customer empathy and operational excellence.
Just as importantly, you will help the broader org improve and scale: auditing ticket quality, documenting resolution paths, and identifying fixes and improvements in our processes.
This is a high-ownership role for someone who thrives in complexity and wants their work to matter — both to the customers they serve and to the team around them.
Role & Responsibilities
Escalation Resolution
- Investigate, manage, and resolve the most complex customer escalations via email — cases that go beyond what Tier 1 and Tier 2 agents can handle independently
- Adhere to Kikoff's complaint management policies and regulatory frameworks, with a focus on thorough, defensible resolution and real-time de-escalation
- Perform root-cause analysis on escalations, distinguishing systemic failures from one-off errors, and surface findings to Customer Operations leadership to reduce future volume
- Work closely with our broader Operations team to share escalation trends and align on process improvements
Quality & Auditing
- Conduct regular QA reviews and audits of Tier 1 and Tier 2 ticket queues — across both our BPO and chatbot — to assess resolution quality, accuracy, and appropriate escalation behavior
- Identify patterns in misrouted or mishandled tickets and flag them with clear documentation and recommendations
- Contribute to QA rubrics and scoring frameworks that help the broader Customer Operations team raise its baseline
Knowledge & Process
- Own internal documentation for complex case types — keeping resolution paths, SOPs, and escalation decision trees current and accessible
- Serve as a subject matter expert for Tier 1 and Tier 2 agents, supporting training and closing knowledge gaps that drive unnecessary escalations
Expertise & Experience Required
- 2–5 years of experience in customer support, with meaningful time in escalations, complex case management, or a Tier 2/3 role
- Strong written communication — your case notes, customer responses, and internal escalations are clear, accurate, and defensible
- High ownership: you follow cases through to resolution and don't let things fall through the cracks
- Able to work within a structured ops team without needing heavy direction
Nice to have:
- Background in a consumer fintech, neobank, or credit-adjacent startup — you understand how financial products work and what's at stake when they don't
- Comfortable navigating compliance-adjacent issues: consumer disputes, FCRA, fraud claims, or regulatory complaints
- Experience contributing to QA programs, SOPs, or internal documentation
- Experience with Zendesk, or similar ticketing platforms
Equal Employment Opportunity Statement
Standard company text repeated across Kikoff's postings is omitted here.