Kikoff

Customer Support Supervisor, Escalations & QA

Phoenix, Arizona

Sponsorship not specified$73k-$98kDetected 1 day ago

ValuationCustomer SupportZendeskLeadershipCommunicationMentoring

About the role

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.
You are the person leadership trusts to keep the most delicate cases on track, and the person your team trusts to have their back.

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.
Join us if you want to build something meaningful and help millions of people move forward financially.
Experience building or running QA programs, SOPs, or internal documentation
Lead, coach, and develop a team of Tier 3 Customer Support Specialists, owning their day-to-day performance, growth, and engagement
Run regular 1:1s, deliver clear and actionable feedback, and manage performance against defined quality and resolution standards
Own hiring and onboarding for the team, building a bench of specialists who can handle Kikoff's most difficult cases
Own the QA program for the Tier 3 team - calibrate rubrics, run audits, and continuously raise the baseline for resolution quality and accuracy
Partner with the broader Operations team, as well as Product, Compliance, and Engineering, to fix the systemic issues driving escalations
Own internal documentation, SOPs, and escalation decision trees for complex case types, keeping them current and accessible
3+ years of direct people leadership - leading, coaching, and developing a support or operations team

4-8 years of experience in customer support or customer operations, including meaningful time in escalations, complex case management, or a Tier 2/3 role

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 managing or partnering with a BPO, and with Zendesk or similar ticketing platforms
Equal Employment Opportunity Statement
Kikoff Inc. is an equal opportunity employer.
Please reference the following for more information.

Own the health of the Tier 3 escalation queue - resolution times, SLAs, backlog, and quality - and step in personally as the escalation of last resort on the most sensitive cases
Manage team capacity, scheduling, and coverage to meet volume without sacrificing quality
Comfort with metrics and reporting; you use data to manage queue health, spot trends, and make the case for change

Kikoff is a profitable, pre-IPO fintech company on a mission to empower everyone to achieve financial security.

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.

in, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class

This listing is sourced directly from Kikoff's careers page and normalized into a canonical job model.