Cardless

Cardless

Customer Support Lead

San Francisco

Sponsorship not specified$120k-$160kDetected 111 days ago
ExpressSparkCustomer Support

About the role

  • We've launched over a dozen credit card programs, including for Coinbase, Bilt, and Qatar Airways.
  • We help businesses bring imaginative card programs to life, and have pioneered technology to embed credit card features natively into their products.
  • We value curiosity, humility, and intensity - we move fast and take outsized ownership.

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.
  • It's about being the person who builds the systems, SOPs, and capability so that hard tickets become routine and routine tickets get handled without you.
  • If you're someone who gets restless just closing cases and wants to own the whole improvement loop, this is for you.
  • You diagnose where the confusion is, write the SOP, build the macro, and validate that T2 is executing correctly.
  • Escalated support doesn't follow a neat schedule.
  • ✈️ Team building events & happy hours

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.
  • San Francisco-based and in-office 5 days a week.

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 headquartered in San Francisco, CA We're proud to offer our team excellent benefits:
  • 💸 Meaningful startup 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
  • We're headquartered in San Francisco, and have raised about $150M in equity funding from top venture capital firms including Spark Capital, American Express, Activant Capital, and more.

Company info

  • CSAT dips after a product change.
  • You pull the tickets, identify the pattern, and bring Product a tight summary.
  • Not just "customers are unhappy," but a specific root cause with enough context that they can act on it.
  • This role won't have direct reports, but management skills over our T2 and T1 teams are an important part of the role.
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