Bilingual Spanish Customer Operations Associate

About the role

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. Well 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. Youll 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.

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 industrywith 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

Kikoff : A FinTech Unicorn Powering Financial Progress with AI

At Kikoff our mission is to provide radically affordable financial tools to help consumers achieve financial security. Were a profitable high growth FinTech unicorn serving millions of people many of whom are building credit or navigating life paycheck to paycheck. With innovative technology and AI we simplify credit building reduce debt and expand access to financial opportunities to those who need them the most. Founded in 2019 Kikoff is headquartered in San Francisco and backed by top-tier VC investors and NBA star Stephen Curry.

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 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.

This role has an annual starting salary from $80000 - $100000 for our San Francisco office and a competitive equity package and benefits.

Competitive pay based on experience

Medical dental and vision coverage - Kikoff covers the full cost of health insurance for the employee!

Stock Options

Flexible vacation policy to help you recharge

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 :

you need reasonable accommodation for a job opening please connect with us at 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.

Required Experience :

IC

Key Skills

Business,Information Management,Accounting,Corporate Risk Management,Faculty,Jms

Employment Type : Full-Time

Department / Functional Area : Operations

Experience : years

Vacancy : 1

Monthly Salary Salary : 80 - 100