Customer Operations Associate
| Company | Kikoff |
|---|---|
| Location | San Francisco, CA, USA |
| Salary | $80000 – $100000 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Entry Level/New Grad, Junior |
Requirements
- 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.
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 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.
Preferred Qualifications
- 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.