Customer Support Team Member

ABOUT CARDLESS Cardless is building the infrastructure for the world's best companies to design, build, and launch financial products. Companies like Coinbase and Bilt use Cardless to create credit cards that feel entirely their own. In an industry where branded financial products usually mean shared logos and shared control, Cardless is built to disappear. Our APIs and components shape the journey from the first application to every purchase, reward, and moment of support that follows, while we handle lending, compliance, and operations behind the scenes. In September 2025, we raised a $60 million Series C led by Spark Capital, bringing our total funding to $170 million. The team is over 70 people and scaling toward profitability by year-end 2026. We're looking for kind, humble people with high standards and low egos. We take the work seriously without taking ourselves too seriously. We see what could be improved, make it so, and leave every product, system, and team better than we found it. ABOUT THE ROLE We're hiring a Customer Support Team Member to own our most complex customer cases end to end. You are the last line of defense to ensuring every customer is taken care of. This is a full-time contract role (40 hours a week). You'll own the cases that need the most care, from payment and rewards issues to complaints and escalations. If you’re an organized, persistent, and driven customer success leader with a handful of examples delivering results, this role is for you. WHAT YOU'LL DO - Work on the company’s most complex tickets daily. Triage and resolve them in Zendesk - Chase partners and internal teams. Follow up on customer inbounds, keeping customers updated, and closing the loop between partners and internal teams. - Track pending items to closure. Keep tickets moving with Compliance, Legal, Payment Ops, Risk, and our BPO team. - Handle complaints and escalations. Manage complaints, BBB cases, and partner escalations as the last line of defense. - Turn around our toughest cases. Course-correct our most painful customer experiences. - Know our products and partners. Give accurate answers tailored to each customer. - Spot trends and drive efficiency. Flag recurring issues and recommend ways for Tier 1 and Tier 2 to own more. WHAT WE ARE LOOKING FOR - 2+ years in customer support, including escalated or Tier 2+ cases - Comfort going "off book" when a case doesn't fit a playbook, and adapting as processes change - Strong organization: you track dozens of open cases across owners and deadlines without dropping details - Clear, careful written and verbal communication; you'd rather get it right than respond fast - Proactive persistence with internal teams and partners, plus patience with customers - A self-starter and team player who learns new tools quickly - Discretion with confidential and sensitive information - Experience with Zendesk or a similar ticketing tool (admin a plus) - Credit card, payments, or fintech support experience (disputes, refunds, fraud, rewards) - Bonus: experience with regulated complaints, BBB cases, BPO work, or airline loyalty programs COMPENSATION The hourly rate for this position is USD $28 per hour. Within this range, an individual’s base pay will be dependent on a variety of factors, including job-related knowledge, skills, education, and experience. Cardless is an equal opportunity employer. We do not discriminate against applicants or employees on the basis of any characteristic protected by applicable federal, state, or local law.