Customer Support Escalations Specialist
Position Summary & Responsibilities
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.
Why Kikoff:
This is a consumer fintech startup, and you will be working with serial entrepreneurs who have built strong consumer brands and innovative products. We value extreme ownership, clear communication, a strong sense of craftsmanship, and the desire to create lasting work and work relationships. Yes, you can build an exciting business AND have real-life real-customer impact.
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 & Auditi
Key Role Competencies & Evaluation Highlights
Evaluators heavily weigh financial inclusion impact metrics, credit-risk modeling intuition, and hyper-growth acquisition strategies for underserved segments.
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