Bilingual Spanish Customer Operations Associate

Customer Operations Associate

As a Customer Operations Associate on the Operations team, you will 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.

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 :

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. We're 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 $80,000 - $100,000 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.

If 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.