{"id":438077,"url":"https://alion.io/job/kikoff-customer-support-escalations-specialist","title":"Customer Support Escalations Specialist","company":{"id":171844,"name":"Kikoff","domain":"kikoff.com","url":"https://alion.io/company/kikoff","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":95,"open_postings":14,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":100,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Operations","role_family":"Operations","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Phoenix, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":60000,"max":80000,"currency":"USD","period":"year","gross":null,"usd_annual":80000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-07-11T02:27:07Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-10-23T08:39:47Z","board_verified":true,"closed_at":null,"days_open":104,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":104},"description":"Kikoff: The Fintech Powering Financial Security at Scale\nKikoff is a profitable, pre-IPO fintech company on a mission to empower everyone to achieve financial security. With record revenue growth in 2025 and a unicorn valuation, we've built a suite of products that help millions of people build credit, access liquidity, and save money.\nWe're scaling fast. Join us if you want to build something meaningful and help millions of people move forward financially.\nWhy Kikoff:\nThis is a consumer fintech startup, and you will be working with serial entrepreneurs who have built strong consumer brands and innovative products. We value extreme ownership, clear communication, a strong sense of craftsmanship, and the desire to create lasting work and work relationships. Yes, you can build an exciting business AND have real-life real-customer impact.\nTier 3 Customer Support Specialist\nAbout This Role\nAs 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.\nJust 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.\nThis 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.\nRole & Responsibilities\nEscalation Resolution\nInvestigate, manage, and resolve the most complex customer escalations via email - cases that go beyond what Tier 1 and Tier 2 agents can handle independently\nAdhere to Kikoff's complaint management policies and regulatory frameworks, with a focus on thorough, defensible resolution and real-time de-escalation\nPerform root-cause analysis on escalations, distinguishing systemic failures from one-off errors, and surface findings to Customer Operations leadership to reduce future volume\nWork closely with our broader Operations team to share escalation trends and align on process improvements\nQuality & Auditing\nConduct 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\nIdentify patterns in misrouted or mishandled tickets and flag them with clear documentation and recommendations\nContribute to QA rubrics and scoring frameworks that help the broader Customer Operations team raise its baseline\nKnowledge & Process\nOwn internal documentation for complex case types - keeping resolution paths, SOPs, and escalation decision trees current and accessible\nServe as a subject matter expert for Tier 1 and Tier 2 agents, supporting training and closing knowledge gaps that drive unnecessary escalations\nExpertise & Experience Required\n2-5 years of experience in customer support, with meaningful time in escalations, complex case management, or a Tier 2/3 role\nStrong written communication - your case notes, customer responses, and internal escalations are clear, accurate, and defensible\nHigh ownership: you follow cases through to resolution and don't let things fall through the cracks\nAble to work within a structured ops team without needing heavy direction\nNice to have:\nBackground in a consumer fintech, neobank, or credit-adjacent startup - you understand how financial products work and what's at stake when they don't\nComfortable navigating compliance-adjacent issues: consumer disputes, FCRA, fraud claims, or regulatory complaints\nExperience contributing to QA programs, SOPs, or internal documentation\nExperience with Zendesk, or similar ticketing platforms\nBase Range\n$60,000—$80,000 USD\nA note on applying: We know great candidates sometimes hold back if they don’t meet every qualification listed. If you’re excited about this role and believe you can do the work, we encourage you to apply. We’re looking for capability and trajectory, not a perfect checklist match.\nEqual Employment Opportunity Statement\nKikoff Inc. is an equal opportunity employer. We are committed to complying with all federal, state, and local laws providing equal employment opportunities and considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.\nPlease reference the following for more information.","description_format":"text","description_chars":4602,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Personal Finance Apps & Education","Consumer Loans & Pawnshops"],"lifecycle":[{"event":"open","at":"2026-09-06T07:17:00Z"},{"event":"close","at":"2026-09-19T16:18:37Z"},{"event":"reopen","at":"2026-09-23T19:50:47Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 28 · green card filings: 6","filings_12m":28,"filings_prev_12m":12,"green_card_filings_12m":6,"median_offered_wage_usd":192794,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":32,"band":"fade","label":"Fading","p_open":1,"p_active":0.735,"p_room":0.44,"age_days":104,"expected_fill_days":100,"reasons":["conf:1","velocity","win:tail","crowd:junior"],"computed_at":"2026-10-23T05:54:15Z"},"pay":{"stated_usd_annual":80000,"is_top_pay":true},"html_url":"https://alion.io/job/kikoff-customer-support-escalations-specialist","json_url":"https://alion.io/job/kikoff-customer-support-escalations-specialist.json","meta":{"generated_at":"2026-10-23T11:52:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18075,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":171844},"rest":"https://alion.io/mcp/rest/get_company?id=171844"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fkikoff-customer-support-escalations-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fkikoff-customer-support-escalations-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fkikoff-customer-support-escalations-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/kikoff-customer-support-escalations-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fkikoff-customer-support-escalations-specialist"}]}