Customer Support Lead

Cardless•San Francisco, CA

6d•$120,000 - $160,000•Onsite

About The Position

At Cardless, we're building a credit card and loyalty platform that consumer businesses use to engage their customers. 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. 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 $150M in equity funding from top venture capital firms including Spark Capital, American Express, Activant Capital, and more. We're looking for a sharp, strategic support operator to own our most complex escalations and then systematically work to reduce them. 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. This role isn't about being the best at resolving hard tickets. 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.

Requirements

4+ years in customer support, with substantial time spent at a lead level.
Demonstrated experience reducing escalation volume: you've identified a pattern, built the fix (SOP, macro, training), and measured the result.
Experience enabling other tiers to handle more, whether through writing documentation or running training that demonstrably expanded what frontline or T2 agents could resolve.
Strong cross-functional instincts: you've worked directly with Engineering, Compliance, or Legal to resolve issues, not just flagged them upward.
Strong written communication. You can document a resolution path clearly enough that someone else can follow it without you in the room.
Analytical enough to pull ticket data, spot a pattern, and present a clear, actionable point of view, not just a summary.
BPO experience: you've managed or closely supported an outsourced team and understand how to build for that environment.
San Francisco-based and in-office 5 days a week.

Nice To Haves

Fintech, payments, or financial services background is a meaningful plus.

Responsibilities

Own Tier 3 escalations — complex cases with financial, legal, or regulatory implications that require cross-functional coordination
Work directly with Engineering, Product, Fraud, and Compliance to resolve issues and identify root causes
Document resolution paths and update the internal knowledge base so cases don't repeat unnecessarily
Identify patterns in escalations and CSAT data and surface them clearly to the relevant teams
Contribute to SOPs and training materials that help frontline and BPO agents handle more on their own
Publish Help Center content that reduces inbound volume on common issues