Customer Support Lead, Cardless
$130-170k
+ Equity
Co-branded credit card creation platform
Be an early applicant
Co-branded credit card creation platform
21-100 employees
Be an early applicant
$130-170k
+ Equity
21-100 employees
Company mission
To make credit more engaging, rewarding, and accessible.
Role
Who you are
- You believe customer service is a competitive advantage, not a cost center. You figure out how to deliver five-star experiences efficiently — building systems that let agents delight customers without sacrificing speed
- Attention to detail. In financial services, small mistakes have big consequences. You catch errors others miss and build processes that prevent them from happening again
- Effective in high-stakes rooms. You can advocate for customers while understanding business constraints. You push for what's right without being pushed around
- Interdisciplinary curiosity. You want to understand how payments work, why regulations exist, and what engineering constraints we face. You learn enough about every department to be dangerous
- 5+ years in customer service within financial services
- Proven track record of building CS operations, not just managing them
- Experience managing contact center relationships and pushing vendors beyond their comfort zone
- Deep understanding of disputes, chargebacks, and collections
- Proven ability to work cross-functionally — you don't wait for other teams to solve problems, you go learn their domain and help build the solution
- Track record of partnering with engineering teams to build internal tools
- Exceptional ability to create training content and develop talent
- Experience with Zendesk or similar platforms
What the job involves
- We're looking for a Customer Support Lead to work alongside our Head of Customer Support and transform how we serve our customers. This isn't your typical CS role where you manage vendors and follow scripts
- We believe great customer service means doing things that don't scale — we run customer service like a hospitality business, not a typical fintech
- You'll work with engineering, product, and operations to create tools that empower our agents to deliver exceptional service without constant escalations
- Every escalated ticket that lands on your desk should make you ask "why haven't I built a process to prevent this yet?
- Build World-Class Customer Operations
- When a customer issue takes 5 back-and-forth emails to resolve — you'll work with engineering to create the tool that solves it in one
- If agents are escalating the same question 20 times a day — you'll partner with the relevant team (fraud, risk, product) to build the playbook
- You'll dive into any part of the business to understand root causes and build solutions
- Every process you build will reflect our hospitality mindset
- Treat every customer like they're checking into a five-star hotel, not calling a bank
- Build a culture where "that's not our policy" is banned from agent vocabulary
- Create moments of delight that turn angry customers into advocates
- Manage contact center relationships while pushing them to deliver better
- Handle escalated cases personally while building systems to eliminate future escalations
- Support disputes, chargebacks, and collections operations
- Design training programs that turn good agents into fantastic ones
- Create content and tools that help agents deliver personalized service at scale
- Build feedback loops that turn agent insights into product improvements
Our take
Cardless is a financial technology company attempting to modernize co-branded credit card programs. There are around 200 brands in the U.S. with traditional cards that haven't been modernized in over 20 years. These traditional cards, from the likes of Costco and Sam's, enable shoppers to collect reward points that they can use for things like travel.
Cardless is helping popular consumer brands (for example, NBA’s Cleveland Cavaliers) launch credit cards so they can engage with their fans and reward them with bespoke benefits. For example, a virtual conversation with a player.
Cardless’ co-founders are no strangers to the financial industry. Michael Spelfogel spent time at Visa and Scott Kazmierowicz worked in banking for Goldman Sachs. Through their experiences they spotted a gap in the market for simple, credit card loyalty programs that focus on customer experiences.
The global credit card market is valued at over $100 billion. It's certainly big enough for consumer brands to enter, however, with Cardless acting as a middle-man, there's always a risk that it could get frozen out by the big banks.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-30% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Nov 2024
$30m
GROWTH EQUITY VC
Jul 2021
$40m
SERIES B
Total funding: $80m
Company benefits
- 💸 Competitive salaries, equity, and a 401(k) plan
- 🏥 Top-of-the-line healthcare (medical, vision, and dental), with 100% primary coverage and 75% dependent coverage for medical
- 🌴 Unlimited paid time off, with a minimum of 15 days off per year
- 👶 Parental leave for birthing and non-birthing parents
- ✈️ Team trips & offsites
- For in-office employees:
- 🍱 Catered lunch at the office every day, plus plenty of snacks & drinks
- 🚎 $250/month commuter assistance for public transit or our parking garage
- For remote employees:
- 🖥️ $500 remote setup stipend to help you do your best work
Company HQ
SoMa, San Francisco, CA
Leadership
Scott Kazmierowicz
(CEO)Former Investment Banker at Allen & Company and Bank of America. Former Software Engineer at Goldman Sachs. BS in Computer Science at Stanford University.
Michael Spelfogel
(President)Former Data Scientist at Lyft and Rent the Runaway. Formerly in Commercial Card Management at Visa. BASc in Management Science and Engineering at Berkley.
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