Cardless
Customer Support Lead
San Francisco · Mid
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About the role
- This role won't have direct reports, but management skills over our T2 and T1 teams are an important part of the role.
- You'll handle our most complex cases: disputes with compliance implications, fraud scenarios that require cross-functional coordination, and edge cases that don't fit any existing playbook.
- But just as importantly, you'll treat every escalation as a signal, something to be documented, analyzed, and resolved at the root so it stops climbing the queue.
Responsibilities
- Own Tier 3 escalations - complex cases with financial, legal, or regulatory implications that require cross-functional coordination
- Document resolution paths and update the internal knowledge base so cases don't repeat unnecessarily
- Contribute to SOPs and training materials that help frontline and BPO agents handle more on their own
- 4+ years in customer support, with substantial time spent at a lead level.
- BPO experience: you've managed or closely supported an outsourced team and understand how to build for that environment.
- Cardless is building the infrastructure for the world's best companies to design, build, and launch financial products.
- ✈️ Team building events & happy hours
- We're in the office at least three days a week, and most of us are there more than that, because we do our best thinking and building together in person.
Requirements
- Experience enabling other tiers to handle more, whether through writing documentation or running training that demonstrably expanded what frontline or T2 agents could resolve.
Nice to have
- Fintech, payments, or financial services background is a meaningful plus.
- Located in San Francisco
Compensation
- This role has an annual starting salary range of $120,000-$160,000 + equity + benefits.
- Actual compensation is influenced by a wide array of factors including but not limited to skills, experience, and specific work location.
Benefits
- We're proud to offer our team excellent benefits:
- 💸 Meaningful Start-up equity
- 🏥 100% health, vision & dental primary coverage
- ➕ 75% health, vision & dental dependent coverage
- 🚎 $250/month Commuter benefit
- 👶 Parental leave
- 🌴 Flexible PTO with a minimum of 15 days off per year
Company info
- We're looking for kind, humble people with high standards and low egos.
- Not just "customers are unhappy," but a specific root cause with enough context that they can act on it.
- We're looking for someone who's genuinely excited to be there alongside the team.
This listing is sourced directly from Cardless's careers page and normalized into a canonical job model.