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Kikoff

Kikoff

29 jobs near Columbus, OH

Kikoff

Affiliate Marketing Associate

San Francisco, CA · On-site

$110K - $125K/yr

Our core product, the Kikoff Credit Account, has helped hundreds of thousands of customers build ... Champion Kikoff's products and services and become the influential main point of contact for our ...

Kikoff

Staff Infrastructure Engineer

San Francisco, CA · On-site

$126K - $166K/yr

... customer impact. About the Role Kikoff's infrastructure team builds the systems that enable ... Give critical services an SLO, actionable alerts, a useful dashboard, a runbook, and a tested ...

Kikoff

IT Systems Engineer

San Francisco, CA · On-site

$190K - $240K/yr

Yes, you can build an exciting business AND have real-life real-customer impact. The role Kikoff is ... Built internal tooling from scratch - provisioning workflows, self-service automations, or agent ...

Kikoff

Director of Revenue Accounting

San Francisco, CA · On-site

$255K - $270K/yr

Kikoff: The Fintech Powering Financial Security at Scale Kikoff is a profitable, pre-IPO fintech ... Yes, you can build an exciting business AND have real-life real-customer impact. About The Role As ...

Kikoff

Product Counsel

San Francisco, CA · On-site

Yes, you can build an exciting business AND have real-life real-customer impact. The Role We are ... Enthusiasm for Kikoff's mission and the opportunity to expand access to financial services for ...

Kikoff

Enterprise Product Lead

San Francisco, CA · On-site

Kikoff Enterprise takes that same engine and turns it into credit infrastructure other companies ... Our customers are gig-economy employers, embedded-finance providers, credit unions and CDFIs ...

Kikoff

Engineering Manager, Infrastructure

San Francisco, CA · On-site

$126K - $166K/yr

About the Role Kikoff's infrastructure team builds the systems that enable engineering teams to ... Use service health, incidents, delivery data, cost, and customer feedback to decide what the team ...

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Customer Support Supervisor, Escalations & QA

Kikoff

Phoenix, AZ • On-site

Full-time

Re-posted 4 days ago

Job description

 
As the Escalations & QA Customer Support Supervisor, you will lead the small, high-caliber team that owns Kikoff's most complex and sensitive customer escalations - the cases that go beyond what frontline and Tier 2 agents can resolve on their own.

This is a frontline leadership role that's expected to provide hands-on support with difficult escalations in addition to managing a team. You'll spend your time developing your team, protecting the quality and speed of our hardest resolutions, and turning what your team learns on the ground into systemic improvements across Customer Operations. You are the person leadership trusts to keep the most delicate cases on track, and the person your team trusts to have their back.

This is a high-ownership role for someone who leads by example, thrives in complexity, and wants both their team and their customers to be better off for their work.
 
Role & Responsibilities
 
Team Leadership & People Development
  • Lead, coach, and develop a team of Tier 3 Customer Support Specialists, owning their day-to-day performance, growth, and engagement
  • Run regular 1:1s, deliver clear and actionable feedback, and manage performance against defined quality and resolution standards
  • Own hiring and onboarding for the team, building a bench of specialists who can handle Kikoff's most difficult cases
  • Set clear goals and priorities, and hold the team accountable while removing the blockers that get in their way
Escalation & Operational Ownership
  • Own the health of the Tier 3 escalation queue - resolution times, SLAs, backlog, and quality - and step in personally as the escalation of last resort on the most sensitive cases
  • Ensure the team adheres to Kikoff's complaint management policies and regulatory frameworks, with a focus on thorough, defensible resolution and real-time de-escalation
  • Manage team capacity, scheduling, and coverage to meet volume without sacrificing quality
  • Track, analyze, and report on team KPIs, and surface escalation trends and root causes to Customer Operations leadership to reduce future volume
Quality, Process & Cross-Functional Partnership
  • Own the QA program for the Tier 3 team - calibrate rubrics, run audits, and continuously raise the baseline for resolution quality and accuracy
  • Partner with the broader Operations team, as well as Product, Compliance, and Engineering, to fix the systemic issues driving escalations
  • Own internal documentation, SOPs, and escalation decision trees for complex case types, keeping them current and accessible
  • Champion process improvements that reduce unnecessary escalations and close knowledge gaps across Tier 1 and Tier 2
Expertise & Experience Required
  • 4-8 years of experience in customer support or customer operations, including meaningful time in escalations, complex case management, or a Tier 2/3 role
  • 3+ years of direct people leadership - leading, coaching, and developing a support or operations team
  • Strong written and verbal communication - your feedback, case notes, and internal escalations are clear, accurate, and defensible
  • Comfort with metrics and reporting; you use data to manage queue health, spot trends, and make the case for change
  • High ownership: you follow both cases and people through to resolution and don't let things fall through the cracks
  • Able to operate within a structured ops team and set that same structure for the people you lead
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
  • Comfortable navigating compliance-adjacent issues: consumer disputes, FCRA, fraud claims, or regulatory complaints
  • Experience building or running QA programs, SOPs, or internal documentation
  • Experience managing or partnering with a BPO, and with Zendesk or similar ticketing platforms

Apply