As the Escalations & QA Customer Support Supervisor, you will lead the small, high-caliber team that owns 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 is a frontline leadership role that's expected to provide hands-on support with difficult escalations in addition to managing a team. You'll spend your time developing your team, protecting the quality and speed of our hardest resolutions, and turning what your team learns on the ground into systemic improvements across Customer Operations. You are the person leadership trusts to keep the most delicate cases on track, and the person your team trusts to have their back. This is a high-ownership role for someone who leads by example, thrives in complexity, and wants both their team and their customers to be better off for their work. Role & Responsibilities Team Leadership & People Development • Lead, coach, and develop a team of Tier 3 Customer Support Specialists, owning their day-to-day performance, growth, and engagement • Run regular 1:1s, deliver clear and actionable feedback, and manage performance against defined quality and resolution standards • Own hiring and onboarding for the team, building a bench of specialists who can handle Kikoff's most difficult cases • Set clear goals and priorities, and hold the team accountable while removing the blockers that get in their way Escalation & Operational Ownership • Own the health of the Tier 3 escalation queue - resolution times, SLAs, backlog, and quality - and step in personally as the escalation of last resort on the most sensitive cases • Ensure the team adheres to Kikoff's complaint management policies and regulatory frameworks, with a focus on thorough, defensible resolution and real-time de-escalation • Manage team capacity, scheduling, and coverage to meet volume without sacrificing quality • Track, analyze, and report on team KPIs, and surface escalation trends and root causes to Customer Operations leadership to reduce future volume Quality, Process & Cross-Functional Partnership • Own the QA program for the Tier 3 team - calibrate rubrics, run audits, and continuously raise the baseline for resolution quality and accuracy • Partner with the broader Operations team, as well as Product, Compliance, and Engineering, to fix the systemic issues driving escalations • Own internal documentation, SOPs, and escalation decision trees for complex case types, keeping them current and accessible • Champion process improvements that reduce unnecessary escalations and close knowledge gaps across Tier 1 and Tier 2 Expertise & Experience Required • 4-8 years of experience in customer support or customer operations, including meaningful time in escalations, complex case management, or a Tier 2/3 role • 3+ years of direct people leadership - leading, coaching, and developing a support or operations team • Strong written and verbal communication - your feedback, case notes, and internal escalations are clear, accurate, and defensible • Comfort with metrics and reporting; you use data to manage queue health, spot trends, and make the case for change • High ownership: you follow both cases and people through to resolution and don't let things fall through the cracks • Able to operate within a structured ops team and set that same structure for the people you lead 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 building or running QA programs, SOPs, or internal documentation • Experience managing or partnering with a BPO, and with Zendesk or similar ticketing platforms Base Range $73,000-$98,000 USD