Kikoff
Customer Support Escalations Specialist
Phoenix, Arizona · Mid
Sponsorship not specified$60k-$80kDetected 28 days ago
ValuationAuditingCustomer SupportZendeskLeadershipCommunication
Stay score
odds of building a lasting career here
39Risky
Cap-exempt (no lottery)0
Sponsors this role90
Entry-level history0
PERM / green-card track0
Lottery odds (Level I)39
Fits your clock70
Thin sponsorship signal and lottery-bound (~15% per draw). A low-probability bet with your clock running. Prioritize cap-exempt roles and proven entry-level sponsors first.
Lottery odds assume a STEM candidate.
Personalize to your clock →Employer immigration record
from this employer's Department of Labor filings
Files H-1B transfers
8 transfer filings in the last year, covering 8 workers. Median labor-condition decision: 7 days. An employer that already files transfers is one that can take over an existing H-1B.
Sourced from Department of Labor LCA, PERM and prevailing-wage disclosure data. Employer matching is by name, so figures may be split across an employer's legal entities. Absence of a filing means none appears in our copy of the data, not that none exists.
Community outcomes
No reports yet — be the first to help the next applicant.
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.
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.
- 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
- Serve as a subject matter expert for Tier 1 and Tier 2 agents, supporting training and closing knowledge gaps that drive unnecessary escalations
Requirements
- 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
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
- Experience contributing to QA programs, SOPs, or internal documentation
- Experience with Zendesk, or similar ticketing platforms
- Comfortable navigating compliance-adjacent issues: consumer disputes, FCRA, fraud claims, or regulatory complaints
- 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.
- Equal Employment Opportunity Statement
- Kikoff Inc. is an equal opportunity employer.
Skills
- Contribute to QA rubrics and scoring frameworks that help the broader Customer Operations team raise its baseline
Compensation
- $60,000 - $80,000 USD
Company info
- We're looking for capability and trajectory, not a perfect checklist match.
Equal opportunity
- 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.
Visa & Work Authorization
- 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.