Customer Support Escalations Specialist

Kikoff
Phoenix
Full timeFunction: Customer Support (Service Desk)Experience: 2-5 yearsSkills: ["Written communication","High ownership","Customer empathy","Root-cause analysis","Independent execution"]

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.

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Kikoff
Kikoff
1 month ago

Customer Support Escalations Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 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