Escalations Engineer
Keeper SecuritySalary not specified
Full Time
Senior (5 to 8 years), Expert & Leadership (9+ years)
$80,000 – $100,000Compensation
Entry Level & New Grad, Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
FintechIndustries
Requirements
- Degree from a top school or 1 year experience with customer support at a startup, fintech, or highly regulated industry (preference for banking, fraud management, escalations, or U.S. credit industry)
- Advanced customer support experience in a high-volume environment
- Ability to draft strong written communication without prompts, engage in high-touch verbal communication, and deliver top-tier customer experience in challenging circumstances
- Passion for solving puzzles and identifying root causes of problems
- Ability to analyze, summarize, and communicate findings and issues from facts, and apply complex legal and regulatory requirements in a technically competent manner
- High level of coachability and eagerness to learn new things; ability to learn new systems, frameworks, and processes quickly
- Familiarity with fintech products such as Kikoff, Chime, Venmo, Cash App, PayPal, Green Dot Bank, Zelle, etc. (candidates who use these products preferred)
- Ability to complete workload with minimal supervision and strong desire to work for a fast-paced, high-growth organization
Responsibilities
- Analyze escalated cases, draw accurate conclusions based on findings, and clearly summarize sophisticated results
- Respond to and handle advanced issues with the highest degree of professionalism
- Summarize case facts and decision summaries, providing succinct post-mortem summaries to a highly visible audience of cross-functional collaborators and business partners
- Work closely with a variety of team members (from call center agents to executive team) to identify root issues and drive alignment toward case resolution in an agile space
- Maintain up-to-date knowledge of services and procedures
- Triage and prioritize incoming requests with a high degree of autonomy
- Triage and resolve members' most sensitive issues through thorough investigation and de-escalation
- See escalations through from start to finish, driving resolution for internal and external inquiries
- Document team activities daily
- Work cross-functionally to tackle problems, supervise ongoing issues, collect feedback and outreach, identify improvement opportunities, and advocate for members requiring "white glove service."
Skills
Key technologies and capabilities for this role
Questions & Answers
Common questions about this position
What is the salary range for the Bilingual Spanish Customer Operations Associate role?
The salary range is $80K - $100K.
Is this position remote or hybrid?
The position is hybrid.
What skills are required for this role?
Required skills include advanced customer support experience in high-volume environments, strong written and verbal communication for de-escalation and top-tier customer experience, ability to analyze and summarize complex issues with legal/regulatory knowledge, passion for problem-solving, coachability, quick learning of systems, and familiarity with fintech products.
What is the team and work environment like at Kikoff?
This is a small, rapidly growing, high exposure team where you'll work cross-functionally with call center agents to the executive team in an agile space, handling sensitive member issues with high visibility and autonomy.
What makes a strong candidate for this position?
Strong candidates have a degree from a top school or 1 year of customer support experience at a startup, fintech, or regulated industry (especially banking, fraud, escalations, or U.S. credit), bilingual Spanish skills, and personal familiarity with fintech products.
Kikoff
Credit building services for individuals
About Kikoff
Kikoff helps individuals, especially those with low or no credit, build a positive payment history and improve their credit scores. Its services are user-friendly and do not require credit checks, making them accessible to a wide range of clients. Kikoff offers tools for credit management, including easy disputing, rent reporting, and credit monitoring reports, along with an optional Autopay feature. The company's goal is to empower users to take control of their credit journey and achieve significant improvements in their credit scores.
San Francisco, CaliforniaHeadquarters
2019Year Founded
$41.3MTotal Funding
SERIES_BCompany Stage
Fintech, Financial ServicesIndustries
51-200Employees
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Stock Options
Unlimited Paid Time Off
Risks
Increased competition from new fintech startups could dilute market share.
Regulatory scrutiny may lead to increased compliance costs for Kikoff.
Economic downturns could decrease consumer spending, impacting revenue.
Differentiation
Kikoff offers credit building without credit checks, making it accessible to many.
The platform provides easy disputing and rent reporting to enhance credit scores.
Kikoff's Autopay feature ensures clients never miss a due date.
Upsides
Kikoff recognized as a top credit builder app in 2024.
AI-driven tools can enhance user experience with personalized strategies.
Partnerships with educational platforms can attract younger demographics.
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