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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.
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.
- 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
- 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
- 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
- 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
- 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
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.
Skills Required
- 4-8 years experience in customer support or customer operations, including escalations or Tier 2/3 complex case management
- 3+ years of direct people leadership (leading, coaching, and developing a support or operations team)
- Strong written and verbal communication skills for clear, accurate, and defensible case notes and internal escalations
- Comfort with metrics and reporting to manage queue health, spot trends, and drive operational improvements
- Experience operating within a structured operations team and establishing structure for direct reports
- Experience building or running QA programs, SOPs, or internal documentation
- Experience managing or partnering with a BPO and familiarity with Zendesk or similar ticketing platforms
- Background or familiarity with consumer fintech, compliance-adjacent issues (consumer disputes, FCRA, fraud), or regulatory complaint handling
Kikoff Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Kikoff and has not been reviewed or approved by Kikoff.
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Healthcare Strength — Employer-paid employee medical, dental, and vision premiums are highlighted across postings and benefits pages. This materially lowers out-of-pocket costs and signals strong core coverage.
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Wellbeing & Lifestyle Benefits — Daily meals, snacks, fitness benefits, and substantial commuter support are prominently offered. These perks can meaningfully enhance day-to-day experience, especially for in-office or hybrid roles.
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Retirement Support — A 401(k) with company matching is included in the package. The presence of matching adds long-term financial value even as specific formulas are not publicly detailed.
Kikoff Insights
What We Do
Kikoff is a personal finance platform that offers the simplest credit-building solution out there: $0 fees, 0% interest, and no credit pull. Your credit score is the foundation of your financial health – yet most people don’t have the credit score they deserve. That’s why Kikoff built the most accessible and affordable credit-building solution – it’s also the fastest growing and the top-rated credit building mobile app. Kikoff works whether you’re new to credit or looking for an extra boost. Building credit is just the start; Kikoff is building a personal finance platform designed to help consumers achieve financial wellness. Driven by the co-founders’ and team’s personal experiences, Kikoff’s mission is to provide refreshingly fair, effective, and simple pathways to meet your financial goals. Kikoff is a Series B company and has raised over $42 million in total funding. Investors include Portage Ventures, Lightspeed Venture Partners, GGV, Coatue, Core Innovation Capital, and basketball star Stephen Curry. Kikoff was founded in 2019 and is headquartered in San Francisco, California.
Why Work With Us
We are building an organization that maximizes growth and learning; we are invested in helping you grow and achieve what you want in your career. Our principles include a bias towards action, work in public, first principles thinking, intellectual honesty and extreme ownership.
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