T3 Ops

About the role

A Tier 3 Customer Support Specialist at Kikoff will handle the most complex and sensitive customer escalations, ensuring thorough and defensible resolutions. This role involves auditing ticket quality, documenting resolution paths, and identifying process improvements.

Responsibilities

• Investigate, manage, and resolve complex customer escalations via email
• Adhere to Kikoff's complaint management policies and regulatory frameworks
• Perform root-cause analysis on escalations, distinguishing between systemic failures and individual errors
• Collaborate with the broader Operations team to share escalation trends and align on process improvements
• Conduct regular QA reviews and audits of Tier 1 and Tier 2 ticket queues
• Identify patterns in misrouted or mishandled tickets and provide clear documentation and recommendations
• Contribute to QA rubrics and scoring frameworks to enhance the Customer Operations team's performance
• Own internal documentation for complex case types, ensuring resolution paths, SOPs, and escalation decision trees are up-to-date and accessible
• Support Tier 1 and Tier 2 agents by serving as a subject matter expert, addressing knowledge gaps, and closing training needs

Requirements

• 2–5 years of experience in customer support, with meaningful time in escalations, complex case management, or a Tier 2/3 role
• Strong written communication skills, ensuring clear, accurate, and defensible case notes, customer responses, and internal escalations
• High ownership: following cases through to resolution without letting them fall through the cracks

Qualifications

• Comfortable navigating compliance-adjacent issues such as consumer disputes, FCRA, fraud claims, or regulatory complaints
• Experience contributing to QA programs, SOPs, or internal documentation
• Experience with Zendesk or similar ticketing platforms is a plus