Tier 3 Customer Escalations Specialist

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

Job summary

Kikoff, a profitable fintech powering financial security, is hiring a Tier 3 Customer Support Specialist in Phoenix. You will own the most complex escalations, working at the intersection of customer empathy and operational excellence, handling cases beyond Tier 1/2 and guiding improvements across our processes.

This role emphasizes QA, root-cause analysis, and mentoring Tier 1/2 agents, with 2–5 years in customer support and familiarity with Zendesk. It is an onsite role in Arizona.

Qualifications

• 2–5 years of experience in customer support with time in escalations or complex case management
• Strong written communication in customer responses and internal escalations
• High ownership: see cases through to resolution and don’t miss details
• Able to work within a structured ops team with minimal direction

Responsibilities

• Investigate, manage, and resolve the most complex customer escalations via email
• Adhere to complaint management policies with defensible resolution and real-time de-escalation
• Perform root-cause analysis on escalations and surface findings to leadership
• Share escalation trends with Operations and drive process improvements
• Audit Tier 1 and Tier 2 queues for quality and escalation behavior
• Own internal documentation for complex case types and SOPs
• Support training to close knowledge gaps and reduce escalations

Skills

Escalations handling

Written communication

Ownership

Team collaboration

Customer support

Tools

Zendesk

Job description

Kikoff, a profitable fintech powering financial security, is hiring a Tier 3 Customer Support Specialist in Phoenix. You will own the most complex escalations, working at the intersection of customer empathy and operational excellence, handling cases beyond Tier 1/2 and guiding improvements across our processes.

This role emphasizes QA, root-cause analysis, and mentoring Tier 1/2 agents, with 2–5 years in customer support and familiarity with Zendesk. It is an onsite role in Arizona.