Customer Support Supervisor, Escalations & QA

Kikoff•Phoenix, AZ

3d•$73,000 - $98,000

About The Position

Kikoff is a profitable, pre-IPO fintech company focused on empowering financial security. We are experiencing significant growth and are seeking a Customer Support Supervisor, Escalations & QA to lead a high-caliber team responsible for handling complex and sensitive customer escalations. This frontline leadership role requires hands-on support for difficult escalations, team development, and driving systemic improvements across Customer Operations based on team learnings. The ideal candidate is a leader who exemplifies ownership, thrives in complex environments, and is dedicated to improving both their team's and customers' experiences.

Requirements

4–8 years of experience in customer support or customer operations, with significant experience in escalations, complex case management, or a Tier 2/3 role.
3+ years of direct people leadership experience, including leading, coaching, and developing a support or operations team.
Strong written and verbal communication skills, with the ability to provide clear, accurate, and defensible feedback, case notes, and internal escalations.
Comfort with metrics and reporting; ability to use data to manage queue health, identify trends, and advocate for change.
High sense of ownership; ability to follow through on cases and people to resolution.
Ability to operate within a structured ops team and establish similar structure for their team.

Nice To Haves

Background in consumer fintech, neobank, or credit-adjacent startup.
Understanding of how financial products work and the implications of their failure.
Comfort navigating compliance-adjacent issues such as 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.
Experience with Zendesk or similar ticketing platforms.

Responsibilities

Lead, coach, and develop a team of Tier 3 Customer Support Specialists, managing their day-to-day performance, growth, and engagement.
Conduct regular 1:1s, provide clear and actionable feedback, and manage performance against quality and resolution standards.
Oversee hiring and onboarding for the team to build a strong bench of specialists.
Set clear goals and priorities, holding the team accountable and removing obstacles.
Own the Tier 3 escalation queue health, including resolution times, SLAs, backlog, and quality, serving as the escalation of last resort.
Ensure team adherence to complaint management policies and regulatory frameworks, focusing on thorough and defensible resolutions.
Manage team capacity, scheduling, and coverage to meet volume demands without compromising quality.
Track, analyze, and report on team KPIs, and identify escalation trends and root causes to reduce future volume.
Own the QA program for the Tier 3 team, including calibrating rubrics, conducting audits, and improving resolution quality and accuracy.
Partner with Operations, Product, Compliance, and Engineering to address systemic issues driving escalations.
Maintain and update internal documentation, SOPs, and escalation decision trees for complex cases.
Champion process improvements to reduce unnecessary escalations and close knowledge gaps across Tier 1 and Tier 2.