Customer Support Lead

CUSTOMER SUPPORT LEAD

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.

THE JOB

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.

EXAMPLE PROJECTS

Rebuilding a broken escalation path: You notice T2 agents are escalating a specific scenario to T3 that they should be able to resolve themselves. You diagnose where the confusion is, write the SOP, build the macro, and validate that T2 is execut...