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Customer Support Lead

Cardless· Customer Experience
Apply on company site
San Francisco$120k - $160kFull-timePosted 6mo ago

About the role

Sharp, strategic support operator to own complex escalations and build systems to reduce them. No direct reports, but manages cross-functional collaboration with T2/T1 teams and contributes to SOPs, knowledge bases, and training.

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

Qualifications

  • 4+ years in customer support, with substantial time spent at a lead level
  • Demonstrated experience reducing escalation volume: identify pattern, build fix (SOP, macro, training), and measure result
  • Experience enabling other tiers to handle more via documentation or training
  • Strong cross-functional instincts: worked with Engineering, Compliance, or Legal to resolve issues
  • Strong written communication: document resolution paths clearly
  • Analytical: pull ticket data, spot patterns, present actionable points
  • BPO experience: managed or closely supported outsourced team
  • Fintech, payments, or financial services background a meaningful plus
  • Located in San Francisco

Skills

Required:Escalation managementRoot-cause analysisSOP and knowledge base developmentCross-functional collaborationDocumentation and training

Benefits

  • Meaningful Start-up equity
  • 100% health, vision & dental primary coverage
  • 75% health, vision & dental dependent coverage
  • Catered lunches
  • $250/month Commuter benefit
  • Parental leave
  • Team building events & happy hours
  • Flexible PTO with a minimum of 15 days off per year
  • Apple equipment
  • 401k plan
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Cardless

Build credit into your product experience.

Build credit into your product experience. Run it end to end with modular APIs, pre-built components, analytics, and full-service infrastructure.

Credit card platformAPIEmbedded finance
Company profileWebsite

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