Customer Support Lead

About the Company

Cardless is building a credit card and loyalty platform that consumer businesses use to engage their customers. They have launched over a dozen credit card programs, including for Coinbase, Bilt, and Qatar Airways, helping businesses embed credit card features natively into their products.

Responsibilities

• Own Tier 3 escalations involving complex financial, legal, or regulatory implications
• Work directly with Engineering, Product, Fraud, and Compliance to resolve issues and identify root causes
• Document resolution paths and update the internal knowledge base to prevent recurring cases
• Identify patterns in escalations and CSAT data and surface them to relevant teams
• Contribute to SOPs and training materials for frontline and BPO agents
• Publish Help Center content to reduce inbound volume

Requirements

• 4+ years in customer support with substantial lead-level experience
• Demonstrated experience reducing escalation volume through SOPs, macros, or training
• Experience enabling other tiers to handle more complex issues
• Strong cross-functional experience working with Engineering, Compliance, or Legal
• Strong written communication skills for documentation
• Analytical skills to pull ticket data and present actionable insights
• Experience managing or supporting BPO environments
• San Francisco-based and able to work in-office 5 days a week

Preferred Qualifications

• Fintech, payments, or financial services background