Operations & Enablement, Customer Support

Cardless•San Francisco, CA

7d•$120,000 - $170,000•Onsite

About The Position

Cardless is seeking an Operations & Enablement Manager, Customer Support to enhance and scale customer support operations across its card programs. This role focuses on managing complex escalations, identifying root causes of issues, and systematically improving support processes. The ideal candidate will be a strategic operator who can build systems, Standard Operating Procedures (SOPs), and capabilities to transform difficult issues into routine processes and reduce the need for direct intervention over time. This is an individual contributor role that requires driving operational improvements and influencing outcomes across multiple teams and partners, including T1 and T2 support teams. The role demands comfort with ambiguity, decision-making in imperfect information environments, and a deep understanding of the complexities within fintech customer operations, including the interplay of product, fraud, compliance, banking, and customer experience.

Requirements

4+ years of experience in customer- or client-facing operational roles (strategy & operations, customer operations, support operations, fintech operations, consulting, or similar).
Experience managing complex operational issues or driving cross-functional initiatives.
Demonstrated ability to improve operational processes, workflows, systems, or customer experience outcomes.
Strong analytical instincts and comfort using data to identify patterns, investigate issues, and drive decisions.
Excellent written communication and documentation skills.
Experience building SOPs, operational playbooks, training materials, or workflow improvements.
Strong stakeholder management and cross-functional collaboration skills.

Nice To Haves

Experience working with BPO or outsourced support operations.
Fintech, payments, banking, or financial services experience.

Responsibilities

Design and improve workflows, systems, and operational processes to support customer support as Cardless grows.
Own and coordinate the resolution of high-priority customer and operational issues (T3) requiring cross-functional collaboration.
Analyze escalation trends, support workflows, operational gaps, and customer feedback to identify systemic issues and implement long-term solutions.
Partner with internal teams and BPO partners to improve SOPs, workflows, training materials, QA processes, and operational guidance.
Translate customer friction and operational pain points into actionable insights for Product and Engineering teams.
Help build reporting, operational dashboards, and feedback loops for better visibility into customer experience trends and support performance.
Leverage automation, tooling, AI workflows, and process improvements to reduce manual work and improve consistency.
Execute hands-on operational work during periods of high volume or process breakdowns, including working through complex tickets to unblock operations and identify systemic gaps.