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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.
As a Tier 3 Customer Support Specialist, you will own Kikoff's most complex and sensitive customer escalations — the cases that go beyond what frontline and Tier 2 agents can resolve on their own. This role sits at the intersection of customer empathy and operational excellence.
Just as importantly, you will help the broader org improve and scale: auditing ticket quality, documenting resolution paths, and identifying fixes and improvements in our processes.
This is a high-ownership role for someone who thrives in complexity and wants their work to matter — both to the customers they serve and to the team around them.
Role & ResponsibilitiesEscalation Resolution
- Investigate, manage, and resolve the most complex customer escalations via email — cases that go beyond what Tier 1 and Tier 2 agents can handle independently
- Adhere to Kikoff's complaint management policies and regulatory frameworks, with a focus on thorough, defensible resolution and real-time de-escalation
- Perform root-cause analysis on escalations, distinguishing systemic failures from one-off errors, and surface findings to Customer Operations leadership to reduce future volume
- Work closely with our broader Operations team to share escalation trends and align on process improvements
Quality & Auditing
- Conduct regular QA reviews and audits of Tier 1 and Tier 2 ticket queues — across both our BPO and chatbot — to assess resolution quality, accuracy, and appropriate escalation behavior
- Identify patterns in misrouted or mishandled tickets and flag them with clear documentation and recommendations
- Contribute to QA rubrics and scoring frameworks that help the broader Customer Operations team raise its baseline
Knowledge & Process
- Own internal documentation for complex case types — keeping resolution paths, SOPs, and escalation decision trees current and accessible
- Serve as a subject matter expert for Tier 1 and Tier 2 agents, supporting training and closing knowledge gaps that drive unnecessary escalations
- 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 — your case notes, customer responses, and internal escalations are clear, accurate, and defensible
- High ownership: you follow cases through to resolution and don't let things fall through the cracks
- Able to work within a structured ops team without needing heavy direction
Nice to have:
- 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 contributing to QA programs, SOPs, or internal documentation
- Experience 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
- 2-5 years of customer support experience including escalations, complex case management, or Tier 2/3 roles
- Strong written communication (clear, accurate, defensible case notes and customer responses)
- High ownership and follow-through to drive cases to resolution
- Ability to work within a structured operations team with minimal direction
- Background in consumer fintech, neobank, or credit-adjacent products
- Familiarity with compliance-adjacent issues (consumer disputes, FCRA, fraud, regulatory complaints)
- Experience contributing to QA programs, SOPs, or internal documentation
- Experience with Zendesk or similar ticketing platforms
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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