Customer Support Specialist, Cardless
$100-140k
+ Equity
Offer relocation assistance
5 days a week in office (Mission District, CA)
Co-branded credit card creation platform
Job no longer available
Co-branded credit card creation platform
21-100 employees
Job no longer available
$100-140k
+ Equity
Offer relocation assistance
5 days a week in office (Mission District, CA)
21-100 employees
Company mission
To make credit more engaging, rewarding, and accessible.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
- 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
Our take
Cardless is a financial technology company attempting to modernise co-branded credit card programs. There are around 200 brands in the U.S. with traditional cards that haven't been modernised 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’ 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. For example, it helps popular consumer brands launch credit cards that can engage with their fans and reward them with bespoke benefits.
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 middleman, there's always a risk that it could get frozen out by the big banks. Nevertheless, it secured $60 million in Series C funding in 2025, which will be used to expand its products, partnerships and card programmes.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-30% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Sep 2025
$60m
SERIES C
Nov 2024
$30m
GROWTH EQUITY VC
Total funding: $140m
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
Mission District, San Francisco, CA
Leadership
Scott Kazmierowicz
(Co-Founder & 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
(Co-Founder & 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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