Kikoff

Customer Support Escalations Specialist

Phoenix, Arizona

Sponsorship not specified$60k-$80kDetected 2 days ago

ValuationAuditingCustomer SupportZendeskLeadershipCommunication

About the role

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.

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.
We value extreme ownership, clear communication, a strong sense of craftsmanship, and the desire to create lasting work and work relationships.
Tier 3 Customer Support Specialist
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.
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
Own internal documentation for complex case types - keeping resolution paths, SOPs, and escalation decision trees current and accessible

2-5 years of experience in customer support, with meaningful time in escalations, complex case management, or a Tier 2/3 role
Expertise & Experience Required

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
Kikoff Inc. is an equal opportunity employer.
Please reference the following for more information.

Contribute to QA rubrics and scoring frameworks that help the broader Customer Operations team raise its baseline

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.