CX Manager

About the Role

We are seeking an experienced Customer Experience Senior Manager to lead and enhance our customer support and operational excellence. In this role you will own the end to end customer experience flow, thinking through how each entrypoint for customer care interacts with Kikoff’s product suite and addresses customer pain points. This role involves driving strategic initiatives, optimizing support processes, and ensuring seamless customer experiences through innovative solutions. You will play a critical leadership role in managing vendor relationships, improving agent tooling, and implementing data-driven improvements to meet organizational goals.

Roles and Responsibilities:

• Map the customer journey and identify opportunities to enhance the overall customer experience through data analysis, ticket/case QA, user interviews, and product teardowns.

• Forecast BPO staffing needs and develop strategies to manage capacity effectively.

• Lead the development of AI based support automation tool to improve operational efficacy 

• Enhance agent tooling and knowledge resources to empower Tier 1 and Tier 3 agents, ensuring top-notch support delivery.

• Oversee BPO quality and efficiency while driving process improvements and ensuring performance metrics are achieved.

Expertise/Experience:

• 5+ years of experience in customer experience management, with a proven track record of managing large-scale BPO operations.

• 2+ years of experience as a people manager

• Strong analytical skills with experience in trend analysis and metric-based decision-making for support operations.

• Expertise in creating and maintaining knowledge bases, FAQs, and support tools to streamline workflows and improve agent performance.

• Exceptional leadership skills with the ability to define and drive customer support strategies across diverse teams.

• Proficient in implementing process automation and scaling support operations to improve efficiency and customer satisfaction.

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 + benefits

Our salary ranges are determined by role and experience:

$120,000 - $200,000 base + equity

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

📈 Stock Options

Visa 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.pdf 

If you need reasonable accommodation for a job opening please connect with us at [email protected] 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: $120K - $200K