Senior Escalations Specialist (Fintech Support)

Cerebras; Phoenix (AZ); On-site; USD 60,000 - 80,000; Full time

Job summary

Kikoff is seeking a Tier 3 Customer Support Specialist to own the most complex escalations and drive operational excellence across support teams. This role focuses on resolving high-stakes cases, improving processes, and partnering with Operations to scale performance.

You will audit tickets, document resolution paths, and contribute to training and SOP improvements, ensuring clear, defensible notes and excellent customer outcomes.

Qualifications

• 2–5 years in customer support with escalation experience.
• Strong written communication and defensible case notes.
• High ownership and structured workflow in an ops team.
• Experience in Tier 2/3 roles is a plus.

Responsibilities

• Escalation Resolution: investigate, manage, and resolve complex escalations via email, ensuring compliance with policies and real-time de-escalation.
• Quality & Auditing: conduct QA reviews of Tier 1/2 queues across BPO and chatbot, identify misrouted tickets, and document recommendations.
• Knowledge & Process: own internal documentation for complex case types, act as SME for agents, support training and closing knowledge gaps.

Skills

Customer support

Escalations

Communication

Ownership

Zendesk

Tools

Zendesk

Job description

Kikoff is seeking a Tier 3 Customer Support Specialist to own the most complex escalations and drive operational excellence across support teams. This role focuses on resolving high-stakes cases, improving processes, and partnering with Operations to scale performance.

You will audit tickets, document resolution paths, and contribute to training and SOP improvements, ensuring clear, defensible notes and excellent customer outcomes.