Kikoff Customer Support Escalations Specialist at Kikoff manages the most complex customer escalations and improves support processes. This role performs root-cause analysis, audits ticket quality, and supports training for Tier 1 and Tier 2 agents.
Responsibilities
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
Qualification
Background in a consumer fintechExperience contributing to QA programsExperience with Zendesk$60A note on applyingEqual Employment Opportunity StatementKikoff Inc
Required
2–5 years of experience in customer support or related field
Preferred
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
Experience contributing to QA programs, SOPs, or internal documentation
Experience with Zendesk, or similar ticketing platforms
$60,000—$80,000 USD
A note on applying: We know great candidates sometimes hold back if they don’t meet every qualification listed. If you’re excited about this role and believe you can do the work, we encourage you to apply. We’re looking for capability and trajectory, not a perfect checklist match.
Equal Employment Opportunity Statement
Kikoff Inc. is an equal opportunity employer. We are committed to complying with all federal, state, and local laws providing equal employment opportunities and considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.
