Customer Support Escalations Specialist

Tier 3 Customer Support Specialist

About This Role

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. 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.

Role & Responsibilities

Escalation Resolution

• 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
• Adhere to Kikoff's complaint management policies and regulatory frameworks, with a focus on thorough, defensible resolution and real-time de-escalation
• Perform root-cause analysis on escalations, distinguishing systemic failures from one-off errors, and surface findings to Customer Operations leadership to reduce future volume
• Work closely with our broader Operations team to share escalation trends and align on process improvements

Quality & Auditing

• Conduct regular QA reviews and audits of Tier 1 and Tier 2 ticket queues — across both our BPO and chatbot — to assess resolution quality, accuracy, and appropriate escalation behavior
• Identify patterns in misrouted or mishandled tickets and flag them with clear documentation and recommendations
• Contribute to QA rubrics and scoring frameworks that help the broader Customer Operations team raise its baseline

Knowledge & Process

• 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

Expertise & Experience Required

• 2–5 years of experience in customer support, with meaningful time in escalations, complex case management, or a Tier 2/3 role
• Strong written communication — your case notes, customer responses, and internal escalations are clear, accurate, and defensible
• High ownership: you follow cases through to resolution and don't let things fall through the cracks
• Able to work within a structured ops team without needing heavy direction

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 contributing to QA programs, SOPs, or internal documentation
• Experience with Zendesk, or similar ticketing platforms