Customer Support; Operations & Enablement

Requirements

• 4+ years of experience in customer- or client-facing operational roles across strategy & operations, customer operations, support operations, fintech operations, consulting, or other operationally intensive environments
• Experience managing complex operational issues or driving cross-functional initiatives
• Demonstrated ability to improve operational processes, workflows, systems, or customer experience outcomes
• Strong analytical instincts and comfort using data to identify patterns, investigate issues, and drive decisions
• Excellent written communication and documentation skills
• Experience building SOPs, operational playbooks, training materials, or workflow improvements
• Strong stakeholder management and cross-functional collaboration skills
• Experience working with BPO or outsourced support operations is a plus
• Fintech, payments, banking, or financial services experience is helpful but not required

• We’re hiring an Operations & Enablement Manager, Customer Support to help scale and improve how Cardless supports customers across our card programs.
• We're looking for a sharp, strategic support operator to own our most complex escalations and then systematically work to reduce them
• You’ll handle our most complex cases: unique scenarios that require cross-functional coordination with Product, Engineering, and Risk, 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
• You’ll help support and scale programs people already know and care about - including partnerships like Coinbase, Bilt, and Qatar Airways
• Scale Customer Operations Infrastructure:
  Design and improve the workflows, systems, and operational processes that power customer support as Cardless grows in complexity and volume
• Improve Escalation Operations:
  Own and coordinate resolution of high-priority customer and operational issues (T3) that require cross-functional collaboration across Product, Engineering, Fraud, Compliance, and Operations
• Drive Root Cause Analysis:
  Analyze escalation trends, support workflows, operational gaps, and customer feedback to identify systemic issues and implement long-term solutions
• Build Scalable Support Systems:
  Partner with internal teams and BPO partners to improve SOPs, workflows, training materials, QA processes, and operational guidance that enable support teams to operate more effectively and independently
• Surface Product & Operational Insights:
  Translate customer friction and operational pain points into clear, actionable insights for Product and Engineering teams
• Improve Operational Visibility:
  Help build reporting, operational dashboards, and feedback loops that provide better visibility into customer experience trends, support performance, and operational health
• Reduce Support Friction at Scale:
  Leverage automation, tooling, AI workflows, and process improvements to reduce manual work, improve consistency, and create a more scalable customer operations function
• Execute Hands-on Operational Work:
  Jump directly into customer support operations during periods of high volume, process breakdowns, or emerging issues, including personally working through complex or backlogged customer-facing tickets to unblock operations, identify systemic gaps, and improve how issues are handled going forward

• 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 executing correctly. Escalations on that issue drop
• 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
• Surfacing a product problem: CSAT dips after a product change. You pull the tickets, identify the pattern, and bring Product a tight summary. Not just "customers are unhappy," but a specific root cause with enough context that they can act on it