As a Customer Operations Associate on the Operations team, you have a unique opportunity to join our small, rapidly growing, and high exposure team. You will help triage and resolve our members' most sensitive issues. We'll rely on your skills for thorough investigation and de-escalation to effectively triage and resolve high impact issues. You will be responsible for seeing escalations through from start to finish, with the goal of driving resolution for both internal and external inquiries. You'll be given the opportunity to appropriately document team activities daily. This is a highly visible role, where you will have the opportunity to work cross-functionally to tackle problems, supervise ongoing issues, collect feedback and outreach, identify improvement opportunities, and advocate for members who require "white glove service" and attention. You may be a good fit if you take pride in your ability to de-escalate even the trickiest of issues and enjoy advocating for those that need help.

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In this role, you can expect to

• 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 our call center agents to our 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
• Have the opportunity to directly impact the company and grow your career at Kikoff

To thrive in this role, you have

• A degree from a top school or 1 years experience with customer support at a startup, fintech, or highly regulated industry—with a preference for backgrounds in banking, fraud management, escalations, or the U.S. credit industry.
• Advanced customer support experience in a high-volume environment.
• The ability to draft strong written communication without prompts, engage in high touch verbal communication, and deliver a top tier customer experience in spite of challenging circumstances
• A passion for solving puzzles and identifying the root cause of problems
• The ability to analyze, summarize, and communicate findings and issues drawn from facts and apply complex legal and regulatory requirements in a technically competent manner.
• A high level of coachability and eagerness to learn new things. The ability to learn new systems, frameworks, and processes quickly is critical.
• Familiarity with fin-tech products such as Kikoff, Chime, Venmo, Cash-App, PayPal, Green-Dot bank, Zelle, etc. Candidates who use these products themselves tend to have a better context on the work they will be doing.
• The ability to complete workload with minimal supervision and a strong desire to work for a fast-paced, high-growth organization