Customer Support Escalations Specialist
Kikoff
$60,000 - $80,000 / year
Need a reasonable accommodation to apply or interview? Contact us.
JobMinglr uses automated technology to recommend jobs based on profile information and job preferences. Match Score does not determine eligibility for a position, prevent a user from viewing or applying to a job, or make hiring decisions on behalf of an employer.
Description
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 & 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
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.
Please reference the following for more information.
About this role
Kikoff is looking for a Tier 3 Customer Support Escalations Specialist to handle the fintech company's most complex and sensitive customer cases — the ones that frontline and mid-tier agents cannot resolve independently. You'll investigate and resolve escalations via email while adhering to complaint management policies and regulatory frameworks, perform root-cause analysis to identify systemic issues, and work with Operations leadership to prevent similar problems from recurring. This is a high-ownership role that demands both customer empathy and operational rigor.
Beyond case resolution, you'll audit ticket quality across Tier 1 and Tier 2 queues, identify patterns in mishandled or misrouted tickets, and contribute to QA rubrics and training materials. You'll own internal documentation for complex case types and serve as a subject matter expert to other agents, helping reduce unnecessary escalations through better knowledge and process clarity. The role sits at the intersection of customer service and operations improvement.
You'll need 2–5 years of customer support experience with meaningful time in escalations or Tier 2/3 roles, plus strong written communication skills and genuine ownership of cases through resolution. Experience in consumer fintech, credit products, or compliance-adjacent issues like disputes and fraud claims is valuable but not required. The position is full-time, in-office in Phoenix, Arizona, with a salary range of $60,000–$80,000.
How this employer is doing
average
- H1B: Sponsors Visas
- Sponsors Visas
This role's local market on JobMinglr
Pay for this role
$60,000 to $80,000 per year
That is the employer's posted range, and where you land in it is usually decided in one conversation. Before that conversation, run the numbers: analyze an offer for this role.
The path into this work
We map every route into it support specialist work: what to learn, what each certificate costs, and how long each step takes. See the IT Support Specialist career path.
Before you apply, worth reading
How JobMinglr reads this job
Every listing here is scored against your profile before you apply: skills overlap, experience level, location and work arrangement, each weighted and explained. You see the score and the reasons, not just a list. How the matching works.