T3 Ops

Kikoff, a fintech company transforming financial security for millions, is hiring a T3 Ops specialist in Phoenix, Arizona to lead resolution of our most demanding customer cases and drive continuous improvement across our support operations.

About This Position

In this role, you'll serve as an operations-first support specialist who handles our highest-complexity customer situations — the cases requiring deep investigation, careful compliance consideration, and multi-faceted problem-solving. Beyond resolving individual escalations, you'll partner with leadership to identify systemic breakdowns, strengthen our support infrastructure, and reduce unnecessary escalations across the entire customer operations function. This is a position for someone who combines customer empathy with operational rigor and wants their work to drive both immediate customer impact and lasting organizational improvement.

Responsibilities

• Take ownership of complex, sensitive customer escalations that frontline support teams route upward, working through email-based channels to investigate root causes, develop solutions, and communicate outcomes
• Conduct rigorous analysis of escalation patterns to separate isolated incidents from process gaps; share findings with operations leadership to shape preventative improvements
• Perform regular audits of support quality across Tier 1, Tier 2, and chatbot-assisted channels, evaluating resolution accuracy, compliance adherence, and appropriate escalation judgment
• Document and maintain internal resources for handling specialized and recurring case types, including decision frameworks, standard operating procedures, and de-escalation techniques
• Mentor and guide frontline support staff, serving as a subject matter expert who helps close knowledge gaps and reduces preventable escalations
• Ensure all escalation handling meets Kikoff's complaint management and regulatory compliance standards, creating defensible records throughout

Who We're Looking For

• 2–5 years of hands-on customer support experience, including significant time managing complex cases, leading escalations, or working in a senior support role
• Exceptional written communication — your case documentation, customer correspondence, and internal notes are precise, professional, and audit-ready
• Strong ownership mindset: you drive cases to completion, anticipate complications, and ensure nothing slips through the cracks
• Ability to thrive in a structured operations environment where clear processes and accountability matter
• Background in consumer fintech, neobanking, or credit services (desired but not required)
• Familiarity with consumer protection regulations, fraud investigation, or customer dispute handling (a plus)
• Experience building or improving QA programs, documentation systems, or support workflows
• Hands-on experience with Zendesk or similar ticketing platforms

About the Company

Kikoff is a mission-driven fintech company delivering credit-building, liquidity, and savings solutions to millions of customers. Operating at unicorn valuation with strong profitability and accelerating growth, we've assembled a team of proven entrepreneurs committed to craftsmanship, ownership, and creating products that generate lasting customer and business impact.

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