Tier 3 Customer Support Specialist

Responsibilities

• Investigate, manage, and resolve the most complex customer escalations via email that exceed Tier 1 and Tier 2 capabilities
• Adhere to complaint management policies and regulatory frameworks to provide thorough, defensible resolutions
• Perform root-cause analysis on escalations to distinguish systemic failures from one-off errors and surface findings to leadership
• Conduct regular QA reviews and audits of Tier 1 and Tier 2 ticket queues to assess resolution quality and accuracy
• Identify patterns in misrouted or mishandled tickets and provide clear documentation and recommendations
• Own internal documentation for complex case types, including SOPs and escalation decision trees
• Serve as a subject matter expert for frontline agents to support training and close knowledge gaps

Requirements

• 2–5 years of experience in customer support, specifically in escalations or complex case management
• Strong written communication skills for clear, accurate, and defensible customer responses and case notes
• High level of ownership with the ability to follow cases through to resolution independently
• Ability to work effectively within a structured operations team with minimal direction

Preferred Qualifications

• Background in consumer fintech, neobanks, or credit-adjacent startups
• Experience navigating compliance-adjacent issues such as consumer disputes, FCRA, fraud claims, or regulatory complaints
• Experience contributing to QA programs, SOPs, or internal documentation
• Proficiency with Zendesk or similar ticketing platforms

About the Company

Kikoff is a profitable, pre-IPO fintech company on a mission to empower everyone to achieve financial security. We have built a suite of products that help millions of people build credit, access liquidity, and save money. We value extreme ownership, clear communication, and a strong sense of craftsmanship.