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
Base Range
$60,000—$80,000 USD