Job Opportunities API

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. 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.   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 inter