Customer Support Lead

About the role

Cardless is seeking a Customer Support Lead to own and resolve its most complex Tier 3 escalations. You will tackle disputes, fraud cases and compliance‑adjacent issues while building the processes that prevent them from recurring.

Key responsibilities

• Own Tier 3 escalations that have financial, legal or regulatory implications and coordinate cross‑functional resolution.
• Document resolution paths, update the internal knowledge base and create SOPs to enable Tier 2 agents to handle similar cases.
• Identify patterns in escalations and CSAT data, surface insights to Product, Engineering, Fraud and Compliance teams.
• Publish Help Center content and training materials that reduce inbound volume.

Required profile

• 4+ years of customer support experience, including time in a lead or supervisory role.
• Proven track record of reducing escalation volume through SOPs, macros or training.
• Experience working with outsourced/BPO teams and enabling them to resolve more cases.
• Strong cross‑functional instincts and ability to collaborate with Engineering, Product, Fraud and Compliance.
• Analytical mindset: able to pull ticket data, spot trends and present actionable recommendations.

What we offer

• Annual base salary $120 k–$160 k plus equity.
• Comprehensive health, vision and dental coverage (100 % employee, 75 % dependents).
• Catered lunches, commuter stipend and flexible PTO (minimum 15 days).
• Apple equipment, 401(k) plan and startup equity.
• Team‑building events, happy hours and a modern office in San Francisco.