T3 Ops

Phoenix, United StatesOn-site

Responsibilities

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
Perform root-cause analysis on escalations, distinguishing systemic failures from one-off errors, 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 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
Own internal documentation for complex case types — keeping resolution paths, SOPs, and escalation decision trees current and accessible

We value extreme ownership, clear communication, a strong sense of craftsmanship, and the desire to create lasting work and work relationships.
experience in customer support, with meaningful time in escalations, complex case management, or a Tier 2/3 role
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
Experience contributing to QA programs, SOPs, or internal documentation •
Experience with Zendesk, or similar ticketing platforms

Kikoff: The Fintech Powering Financial Security at Scale
Kikoff 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.
We're scaling fast. Join us if you want to build something meaningful and help millions of people move forward financially. Why Kikoff:
This is a consumer fintech startup, and you will be working with serial entrepreneurs who have built strong consumer brands and innovative products.
Yes, you can build an exciting business AND have real-life real-customer impact.
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.