Job Description

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 Coinbase, 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.

The Job

We're looking for a versatile, senior-level support professional to help us build and scale our customer support function from the ground up. This person will bridge frontline support, operations, and cross-functional collaboration - ensuring we resolve complex cases, empower our agents, and turn customer insights into business impact. Reporting to our Head of Customer Experience, you'll handle today's operations while building tomorrow's scalable solutions.

This is the perfect opportunity for someone who indexes on impact and wants to be a part of a fast-growing fintech company. You'll advocate for our customers while working cross-functionally with engineering, product, and compliance teams. If you're insatiably curious, love getting your hands dirty with the day-to-day work, and want to build the support function that powers the next generation of credit cards, this role is for you.

Responsibilities:

Escalation & Case Management

• Handle complex cases with financial, legal, or regulatory implications.
• Act as SME for frontline escalations.
• Work cross-functionally with Engineering, Product, Fraud, and Compliance to resolve customer issues.

Support Operations & Enablement

• Work seamlessly with blended internal and external BPO teams to get these done.
• Document permanent fixes and update our knowledge base.
• Create and maintain SOPs and internal documentation to empower frontline employees to solve increasingly complex issues.
• Provide feedback loops to improve training and escalation efficiency.

Customer Insights & Continuous Improvement

• Aggregate feedback from customer tickets and CSAT surveys.
• Analyze trends in complaints/issues and escalate patterns to Product/Compliance.
• Publish external FAQs and Help Center articles.

Requirements:

• 3+ years of experience in customer service, operations, CX or a similar cross-functional role.
• Track record of building scalable support processes in fast-paced environments while doing the manual work in the meantime.
• Experience working with blended internal and external BPO teams.
• Superb customer service skills and customer empathy, with a history of working in environments where the voice of the customer is valued.
• Process-minded - you're a documenter, trainer, system builder.
• Strong analytical skills with the ability to dig into data and derive insights.
• Exceptional project and time management capabilities - you can juggle multiple complex initiatives without getting overwhelmed.
• Technical aptitude - you don't need to code, but you should be comfortable working with engineers and bridging technical and non-technical teams.
• Bias toward action - you'd rather try something and iterate than wait for perfection.
• Excellent communication skills - you can explain complex concepts to diverse audiences.
• Experience in fintech, payments, or financial services is a plus but not required.

This role has an annual starting salary range of $125k - $190k + 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.

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

Location

We're headquartered in San Francisco, CA, with a beautiful office in the Mission District (near Dolores Park). We welcome employees who want to work from this office; we offer additional benefits to those who do (see below), and relocation assistance to those who'd like to.

We regularly bring our team together for offsites & trips, about every 2 months, both for fun and for work. We cover all travel & lodging in these cases.

A condition of employment at Cardless is being fully vaccinated and boosted against COVID prior to beginning your employment. We'll ask you to send us a copy of your vaccination card in advance of your first day.

Job Tags

Permanent employment, Work at office, Relocation package, Flexible hours,

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