Customer Support Supervisor, Escalations & QA

Kikoff; Phoenix (AZ); On-site; USD 73,000 - 98,000; Full time

Job summary

Kikoff is seeking an Escalations & QA Customer Support Supervisor to lead a small, high-caliber Tier 3 team handling Kikoff's most complex escalations. This frontline leadership role combines hands-on support for difficult cases with people development, aiming to improve resolution speed, quality, and cross-functional collaboration across Operations, Product, and Compliance.

You will shape escalation policy, QA programs, and SOPs, ensuring defensible decisions and a culture of ownership across

Qualifications

• 4–8 years in customer support or operations with escalations.
• 3+ years in people leadership - leading, coaching, and developing a team
• Strong written and verbal communication
• Data-driven with ability to manage queue health and trends
• Ability to operate within a structured ops environment

Responsibilities

• Lead a Tier 3 customer support team and own performance.
• Conduct regular 1:1s and provide actionable feedback.
• Own hiring and onboarding for the team
• Manage escalation queue health, SLAs, and backlog
• Track KPIs and surface trends to leadership
• Collaborate with Product, Compliance, and Engineering to fix root causes

Skills

Leadership

Escalations management

Quality assurance

Process improvement

Tools

Zendesk

Ticketing platforms

Job description

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 internal escalations are clear, accurate, and defensible
• Comfort with metrics and reporting; you use data to manage queue health, spot trends, and make the case for change
• High ownership: you follow both cases and people through to resolution and don't let things fall through the cracks
• Able to operate within a structured ops team and set that same structure for the people you lead

Nice To Have

• 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
• Comfortable navigating compliance-adjacent issues: consumer disputes, FCRA, fraud claims, or regulatory complaints
• Experience building or running QA programs, SOPs, or internal documentation
• Experience managing or partnering with a BPO, and with Zendesk or similar ticketing platforms

Base Range

$73,000 - $98,000 USD

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 for more information.