Customer Support Lead

At Cardless, we’re building a credit card and loyalty platform that consumer businesses use to engage their customers. We’ve launched 14 credit cards, including for Alibaba 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 ownership. This is a place where a motivated, resourceful individual can have an enormous impact on our trajectory. We're headquartered in San Francisco, and have raised about $90M in equity funding from top venture capital firms and angels.

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The Job

We're looking for a Customer Support Lead to work alongside our Head of Customer Support and transform how we serve our customers. This isn't your typical CS role where you manage vendors and follow scripts.

We believe great customer service means doing things that don't scale — we run customer service like a hospitality business , not a typical fintech. You'll work with engineering, product, and operations to create tools that empower our agents to deliver exceptional service without constant escalations. Every escalated ticket that lands on your desk should make you ask "why haven't I built a process to prevent this yet?" If you're content managing existing processes, this isn't the job for you.

What you'll do

Build World-Class Customer Operations

• When a customer issue takes 5 back-and-forth emails to resolve — you'll work with engineering to create the tool that solves it in one

• If agents are escalating the same question 20 times a day — you'll partner with the relevant team (fraud, risk, product) to build the playbook

• You'll dive into any part of the business to understand root causes and build solutions

• Every process you build will reflect our hospitality mindset

Live Our Hospitality Mindset

• Treat every customer like they're checking into a five-star hotel, not calling a bank

• Build a culture where "that's not our policy" is banned from agent vocabulary

• Create moments of delight that turn angry customers into advocates

Support Contact Center Excellence

• Manage contact center relationships while pushing them to deliver better

• Handle escalated cases personally while building systems to eliminate future escalations

• Support disputes, chargebacks, and collections operations

Be a Teacher and Builder

• Design training programs that turn good agents into fantastic ones

• Create content and tools that help agents deliver personalized service at scale

• Build feedback loops that turn agent insights into product improvements

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Important Traits

• You believe customer service is a competitive advantage, not a cost center. You figure out how to deliver five-star experiences efficiently — building systems that let agents delight customers without sacrificing speed.
• Attention to detail. In financial services, small mistakes have big consequences. You catch errors others miss and build processes that prevent them from happening again.
• Effective in high-stakes rooms. You can advocate for customers while understanding business constraints. You push for what's right without being pushed around.
• Interdisciplinary curiosity. You want to understand how payments work, why regulations exist, and what engineering constraints we face. You learn enough about every department to be dangerous.

Requirements

• 5+ years in customer service within financial services
• Proven track record of building CS operations, not just managing them
• Experience managing contact center relationships and pushing vendors beyond their comfort zone
• Deep understanding of disputes, chargebacks, and collections
• Proven ability to work cross-functionally — you don't wait for other teams to solve problems, you go learn their domain and help build the solution
• Track record of partnering with engineering teams to build internal tools
• Exceptional ability to create training content and develop talent
• Experience with Zendesk or similar platforms

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$130,000 - $170,000 a year

This role has an annual starting salary range of $130,000 - $170,000 + equity + benefits (see below). Actual compensation is influenced by a wide array of factors, including but not limited to skills, experience, and specific work location. \n

Benefits

We're headquartered in San Francisco, CA, with a beautiful office in the Mission District. 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

🍱 Catered lunches

🚎 $250/month Commuter benefit

👶 Parental leave

✈️ Team building events & happy hours

🌴 Flexible PTO with a minimum of 15 days off per year

🖥️ Apple equipment

💸 401k plan

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Cardless employees are required to be fully vaccinated and boosted against COVID-19, and to provide proof of vaccination prior to their first day. Cardless is an equal opportunity employer, and we value a diverse and inclusive workplace. We do not discriminate on the basis of race, national origin, ethnicity, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other applicable legally protected characteristics.