Kikoff

1 day ago

Customer Support Supervisor, Escalations & QA

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Lead a small Tier 3 customer support team responsible for Kikoff’s most complex, sensitive escalations. You’ll provide hands-on escalation support as the last resort, protect resolution quality and speed, manage queue health and KPIs, and build a strong QA program with audits and calibrated rubrics. Partner cross-functionally with Operations, Product, Compliance, and Engineering to reduce systemic escalation drivers through documentation, SOPs, and process improvements.

Location: Phoenix, Arizona

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Lead, coach, and develop a team of Tier 3 Customer Support Specialists, owning day-to-day performance, growth, and engagement.
•Run regular 1:1s, deliver actionable feedback, and manage performance against defined quality and resolution standards.
•Own the Tier 3 escalation queue health (resolution times, SLAs, backlog, quality) and step in personally on the most sensitive last-resort cases.
•Own the QA program for the Tier 3 team, including calibrating rubrics, running audits, and improving resolution quality and accuracy.
•Partner cross-functionally to fix systemic escalation drivers and maintain internal documentation, SOPs, and escalation decision trees.

Pay and Benefits

Salary: USD 73,000 - 98,000 annually

Key Requirements

•4–8 years of experience in customer support or customer operations, including meaningful time handling escalations and complex cases (Tier 2/3 preferred).
•3+ years of direct people leadership, coaching and developing a support or operations team.
•Strong written and verbal communication, ensuring feedback and case notes are clear, accurate, and defensible.
•Comfort with metrics and reporting to manage queue health, identify trends, and advocate for operational changes.
•Ability to operate in a structured ops team and set that structure for the team you lead.

Experience:4-8 yearsFintechConsumer fintechNeobankCredit

Skills:LeadershipCoachingCommunicationHigh ownershipData-driven decision-making

Languages:English

Tech Stack:Zendesk

Company Brief

Kikoff

Kikoff provides a credit-building product that helps consumers build credit history and access affordable lines of credit through a mobile-first platform and educational tools to improve financial health.

Industry: Lending

Growth: Early Stage Startup

Headquarters: San Francisco, United States

Founded: 2019

Website

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Kikoff

1 day ago

Customer Support Supervisor, Escalations & QA

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: Phoenix, Arizona

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Lead, coach, and develop a team of Tier 3 Customer Support Specialists, owning day-to-day performance, growth, and engagement.
•Run regular 1:1s, deliver actionable feedback, and manage performance against defined quality and resolution standards.
•Own the Tier 3 escalation queue health (resolution times, SLAs, backlog, quality) and step in personally on the most sensitive last-resort cases.
•Own the QA program for the Tier 3 team, including calibrating rubrics, running audits, and improving resolution quality and accuracy.
•Partner cross-functionally to fix systemic escalation drivers and maintain internal documentation, SOPs, and escalation decision trees.

Pay and Benefits

Salary: USD 73,000 - 98,000 annually

Key Requirements

•4–8 years of experience in customer support or customer operations, including meaningful time handling escalations and complex cases (Tier 2/3 preferred).
•3+ years of direct people leadership, coaching and developing a support or operations team.
•Strong written and verbal communication, ensuring feedback and case notes are clear, accurate, and defensible.
•Comfort with metrics and reporting to manage queue health, identify trends, and advocate for operational changes.
•Ability to operate in a structured ops team and set that structure for the team you lead.

Experience:4-8 yearsFintechConsumer fintechNeobankCredit

Skills:LeadershipCoachingCommunicationHigh ownershipData-driven decision-making

Languages:English

Tech Stack:Zendesk

Company Brief

Kikoff

Industry: Lending

Growth: Early Stage Startup

Headquarters: San Francisco, United States

Founded: 2019

Website