Operations & Enablement Manager, Customer Support

About the Company

Cardless is a credit card and loyalty platform that helps consumer businesses engage their customers. We’ve launched over a dozen programs with partners like Coinbase, Bilt, and Qatar Airways, building technology that embeds credit card experiences directly into their products.

Responsibilities

• Scale Customer Operations Infrastructure by designing and improving workflows, systems, and operational processes.
• Own and coordinate resolution of high-priority customer and operational issues (T3) through cross-functional collaboration.
• Drive Root Cause Analysis by analyzing escalation trends and operational gaps to implement long-term solutions.
• Build Scalable Support Systems by partnering with internal teams and BPO partners to improve SOPs, training, and QA processes.
• Surface Product & Operational Insights by translating customer friction into actionable data for Product and Engineering teams.
• Improve Operational Visibility through the creation of reporting and operational dashboards.
• Reduce Support Friction at Scale using automation, tooling, and AI workflows.
• Execute Hands-on Operational Work by managing complex or backlogged customer-facing tickets during high-volume periods.

Requirements

• 4+ years of experience in customer- or client-facing operational roles (Strategy & Ops, Support Ops, Fintech Ops, or Consulting).
• Experience managing complex operational issues or driving cross-functional initiatives.
• Proven ability to improve operational processes, workflows, or systems.
• Strong analytical instincts and comfort using data to drive decisions.
• Excellent written communication and documentation skills.
• Experience building SOPs, operational playbooks, or training materials.
• Strong stakeholder management and cross-functional collaboration skills.

Preferred Qualifications

• Experience working with BPO or outsourced support operations.
• Experience in fintech, payments, banking, or financial services.