Customer Support Specialist at Cardless

CUSTOMER SUPPORT SPECIALIST 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, hands-on support specialist to own our most complex customer escalations. You'll be the last line of defense before an issue becomes a real problem — handling cases with financial, legal, or regulatory implications that frontline agents can't resolve on their own. This is a Tier 3 in-house support role. You'll work directly with Engineering, Product, Fraud, and Compliance to get hard cases closed, and you'll document what you learn so the team gets smarter every time. It's detail-oriented, cross-functional, and genuinely interesting work — credit cards touch a lot of moving parts. EXAMPLE PROJECTS Owning a complex dispute: A cardholder is claiming fraud on a series of transactions and the case has compliance implications. You take it end-to-end — gathering the facts, coordinating with Fraud and Compliance, and reaching a resolution — then write up what happened so it's easier to handle next time. Closing a knowledge gap: You keep seeing the same edge case come through escalations. You document the resolution path, work with the frontline team to make sure they understand it, and update the internal knowledge base so it stops reaching you. Digging into a complaint pattern: CSAT scores dip after a product change. You pull the tickets, identify the common thread, and surface a clear summary to the Product team with enough context for them to act on it. Helping scale a new program launch: A new card program is going live and the BPO team needs to be ready. You contribute to training materials and help QA their readiness before volume hits. BEFORE YOU APPLY A few things worth knowing: We work in the office 5 days a week. We know that's a dealbreaker for some people, and that's okay. Escalated support doesn't follow a neat schedule. Complex cases surface at inconvenient times and sometimes need a fast response. Flexibility matters here. You'll be building while doing. We don't have every process figured out. You'll be expected to document and improve as you go — not just resolve cases and move on. There's real ambiguity. Card programs are complex and every situation is a little different. You won't always have a clear playbook, and you'll need to be comfortable figuring it out. If that sounds like your kind of work, keep reading. WHY THIS ROLE IS COOL The cases are genuinely interesting. Tier 3 support at a fintech isn't answering "where's my card." You're handling disputes, fraud scenarios, and compliance-adjacent situations that require real judgment. You'll develop deep fintech fluency. Credit cards sit at the intersection of product, compliance, fraud, and banking. You'll build expertise across all of it working cross-functionally every day. Your work has a direct feedback loop. When you close a case and document the fix, you can watch it reduce future escalations. The impact of good work here is visible and fast. You'll work on programs people actually care about. Coinbase. Bilt. Qatar Airways. These are programs with engaged, passionate users — which makes getting it right matter. RESPONSIBILITIES - Own Tier 3 escalations end-to-end — 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 REQUIREMENTS - 3+ years of experience in customer support, with meaningful time spent on complex or escalated cases - Experience working in or alongside BPO teams - Strong written communication — you can document a resolution path clearly enough that someone else can follow it - Comfortable working cross-functionally with Engineering and Compliance teams - Detail-oriented and process-minded — you close the loop, you don't just close the ticket - Analytical enough to spot a pattern in ticket data and explain what it means - Fintech, payments, or financial services experience is a plus, not a requirement - San Francisco-based and in-office 5 days a week COMPENSATION This role has an annual starting salary range of $100,000–$140,000 + equity + benefits. Actual compensation is influenced by a wide array of factors including but not limited to skills, experience, and specific work location. BENEFITS We're headquartered in San Francisco, CA, with a beautiful office in the Mission District. We're proud to offer our team excellent benefits: 💸 Meaningful startup 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 LOCATION We're headquartered in San Francisco, CA, with a beautiful office in the Mission District (near Dolores Park). This role is in-office 5 days a week.