Escalations Specialist

About the role

As an Escalations Specialist on the Operations team, you have a unique opportunity to join our small, rapidly growing, and high exposure team. You will help triage and resolve our members’ most sensitive issues. We’ll rely on your skills for thorough investigation and de-escalation to effectively triage and resolve high impact issues. You will be responsible for seeing escalations through from start to finish, with the goal of driving resolution for both internal and external inquiries. You’ll be given the opportunity to appropriately document feedback and outreach, identify improvement opportunities, and engage with a variety of teams daily. This is a highly visible role, where you will have the opportunity to work cross-functionally to tackle problems, supervise ongoing issues, and advocate for members who require ”white glove service” and attention. You may be a good fit if you take pride in your ability to de-escalate even the trickiest of issues and enjoy advocating for those that need help.

In this role, you can expect to

• Analyze escalated cases, draw accurate conclusions based on findings, and clearly summarize sophisticated results

• Respond to and handle advanced issues with the highest degree of professionalism

• Summarize case facts and decision summaries, providing succinct post-mortem summaries to a highly visible audience of cross-functional collaborators and business partners

• Work closely with a variety of team members– from our call center agents to our executive team– to identify root issues and drive alignment toward case resolution in an agile space

• Maintain up to date knowledge of services and procedures

• Triage and prioritize incoming requests with a high degree of autonomy

• Have the opportunity to directly impact the company and grow your career at Kikoff

To thrive in this role, you have

• 2+ years experience with customer support at a startup, fintech, or highly regulated industry—with a preference for backgrounds in banking, fraud management, escalations, or the U.S. credit industry.

• Advanced customer support experience in a high-volume environment.

• The ability to draft strong written communication without prompts, engage in high touch verbal communication, and deliver a top tier customer experience in spite of challenging circumstances

• A passion for solving puzzles and identifying the root cause of problems

• The ability to analyze, summarize, and communicate findings and issues drawn from facts and apply complex legal and regulatory requirements in a technically competent manner.

• A high level of coachability and eagerness to learn new things. The ability to learn new systems, frameworks, and processes quickly is critical.

• Familiarity with fin-tech products such as Kikoff, Chime, Venmo, Cash-App, PayPal, Green-Dot bank, Zelle, etc. Candidates who use these products themselves tend to have a better context on the work they will be doing.

• The ability to complete workload with minimal supervision and a strong desire to work for a fast-paced, high-growth organization

About Kikoff:

Kikoff is a personal finance platform designed to help millions of underserved Americans achieve financial wellness. Our mission is to provide refreshingly fair, effective, and simple pathways for everyday people to meet their financial goals. We design financial products that simplify credit building so our users can reach their financial goals. Kikoff is a Series B company and has raised over $42 million in total funding. Investors include Portage Ventures, Lightspeed Venture Partners, GGV, Coatue, Core Innovation Capital, and basketball star Stephen Curry. Kikoff was founded in 2019 and is headquartered in San Francisco with an office in Reno.

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 are backed by some of Silicon Valley’s top VCs. 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.

This role has an annual starting salary of $55,000+ for our Reno office and $63,750+ for our San Francisco office and a competitive equity package and benefits. The actual pay may be higher depending on your skills, qualifications, and experience.

💰 Competitive pay based on experience

🏥 Medical, dental, and vision coverage - Kikoff covers the full cost of health insurance for the employee!

📈 Stock Options

🏝 Flexible vacation policy to help you recharge

Equal Employment Opportunity Statement 

Kikoff 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.

Please reference the following information for more information:

https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf

https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf 

If you need reasonable accommodation for a job opening please connect with us at [email protected] and describe the specific accommodation requested for a disability-related limitation. Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process.

Compensation Range: $55K - $68.8K