About the Role
In this role as a results-oriented Customer Operations Manager, you will lead our in-house escalated support team. Ensuring the team is reaching performance metrics, operating within regulatory constraints, and providing the best customer experience possible. You will also work to enhance support automation, minimize fraud, and maintain robust QA standards across all support channels.
Roles and Responsibilities:
- Manage our escalated support team, ensuring team members are reaching performance metrics while maintaining a high bar of quality support
- Lead secured card fraud monitoring initiatives, develop strategies to minimize fraud, and address compliance concerns effectively.
- Lead chatbot/phonebot interaction QA, ensuring quality standards are consistently met.
- Assist in maintaining the QA processes for front-line support teams (BPO partner)
- Experiment with and implement new customer support models to optimize service delivery and improve customer satisfaction.
Expertise/Experience:
- 5+ years of experience in customer operations, including managing escalations, compliance, and fraud prevention.
- 2+ years of experience as a people manager
- Strong expertise in QA processes for multi-channel support, including BPO, chatbot, and phonebot platforms.
- Proven track record of implementing automation and outsourcing solutions to improve operational efficiency.
- Exceptional problem-solving and analytical skills, with the ability to measure and maintain quality standards while addressing performance gaps.
- Experience collaborating with cross-functional teams to drive continuous improvement in customer support operations.
About Kikoff:
Kikoff is the fastest consumer fintech to hit $100MM ARR and is reinventing the credit space, offering credit-building solutions that are affordable, accessible, and educational to address the catch 22 on improving credit. Our core product, the Kikoff Credit Account, has helped over 1 million customers build better credit. Kikoff has been featured by Nerdwallet, Forbes, Buzzfeed, Business Insider, CNBC, and others; and our app has a 4.9 rating amongst thousands of reviews. But Kikoff is more than just a credit builder: we are a long-term financial partner for our customers, and we have an exciting product roadmap of solutions to help our customers reach their financial goals.
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 are backed by some of Silicon Valley’s top VCs. 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.💰 US salary range for this full-time position consists of base + equity + benefitsOur salary ranges are determined by role and experience:$110,000 - $160,000 base + equity🏥 Medical, dental, and vision coverage - Kikoff covers the full cost of health insurance for the employee!📈 Stock OptionsVisa sponsorship available: Kikoff is willing to provide sponsorship for H1-B visas and U.S.
green cards for exceptional talent.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 information for more information:https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdfhttps://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdfIf you need reasonable accommodation for a job opening please connect with us at talent@kikoff.com and describe the specific accommodation requested for a disability-related limitation.
Reasonable accommodations are modifications or adjustments to the application or hiring process that would enable you to fully participate in that process.San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, Kikoff will consider for employment qualified applicants with arrest and conviction records.Compensation Range: $100K - $160K
