Kikoff

1 week ago

Customer Support Escalations Specialist

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Own the most complex and sensitive customer escalations, resolving issues via email and de-escalating in real time while following complaint management policies and regulatory frameworks. Conduct root-cause analysis to reduce repeat volume and share escalation trends with Customer Operations. Improve quality by auditing Tier 1 and Tier 2 tickets across BPO and chatbot, updating QA rubrics, and maintaining internal documentation and resolution paths while serving as a subject matter expert.

Location: Phoenix

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Investigate, manage, and resolve the most complex customer escalations via email beyond Tier 1 and Tier 2.
•Adhere to complaint management policies and regulatory frameworks, ensuring thorough, defensible resolutions and real-time de-escalation.
•Perform root-cause analysis on escalations and surface findings to Customer Operations leadership to reduce future volume.
•Conduct regular QA reviews and audits of Tier 1 and Tier 2 ticket queues across BPO and chatbot to assess quality and escalation behavior.
•Own internal documentation for complex case types, including resolution paths, SOPs, and escalation decision trees; serve as a subject matter expert and support training.

Key Requirements

•2–5 years of experience in customer support with meaningful time in escalations or complex case management (Tier 2/3 preferred).
•Strong written communication with clear, accurate, defensible case notes and customer responses.
•High ownership: follow cases through to resolution without letting issues fall through.
•Comfort working independently within a structured ops team without heavy direction.
•Experience contributing to QA programs, SOPs, or internal documentation is a plus.

Experience:2-5 yearsCustomer supportConsumer fintechNeobankCredit-adjacent startup

Skills:Written communicationHigh ownershipCustomer empathyRoot-cause analysisIndependent execution

Languages:English

Tech Stack:EmailChatbotZendeskTicketing platformsSOPs

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 week ago

Customer Support Escalations Specialist

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Location: Phoenix

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Investigate, manage, and resolve the most complex customer escalations via email beyond Tier 1 and Tier 2.
•Adhere to complaint management policies and regulatory frameworks, ensuring thorough, defensible resolutions and real-time de-escalation.
•Perform root-cause analysis on escalations and surface findings to Customer Operations leadership to reduce future volume.
•Conduct regular QA reviews and audits of Tier 1 and Tier 2 ticket queues across BPO and chatbot to assess quality and escalation behavior.
•Own internal documentation for complex case types, including resolution paths, SOPs, and escalation decision trees; serve as a subject matter expert and support training.

Key Requirements

•2–5 years of experience in customer support with meaningful time in escalations or complex case management (Tier 2/3 preferred).
•Strong written communication with clear, accurate, defensible case notes and customer responses.
•High ownership: follow cases through to resolution without letting issues fall through.
•Comfort working independently within a structured ops team without heavy direction.
•Experience contributing to QA programs, SOPs, or internal documentation is a plus.

Experience:2-5 yearsCustomer supportConsumer fintechNeobankCredit-adjacent startup

Skills:Written communicationHigh ownershipCustomer empathyRoot-cause analysisIndependent execution

Languages:English

Tech Stack:EmailChatbotZendeskTicketing platformsSOPs

Company Brief

Kikoff

Industry: Lending

Growth: Early Stage Startup

Headquarters: San Francisco, United States

Founded: 2019

Website