Consumer Compliance Manager, Complaints

ABOUT CARDLESS Cardless is building the infrastructure for the world's best companies to design, build, and launch financial products of their own. 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 looking for a compliance professional to own consumer complaints end to end and to turn complaint trends into fixes that address root causes, not just one-off resolutions. We see complaints as direct feedback from our most valued asset, our customers, and we treat that signal with the weight it deserves. You'll partner closely with our Customer Experience team on investigation and response, own trending and reporting to our bank partners, and take on the part most complaint roles never get to: tracing patterns back to root cause and driving the remediation that closes the loop. Cardless is a program manager that partners with FDIC- and OCC-regulated issuing banks, so your work has to meet the expectations of multiple bank partners, each with its own regulator, categorization standards, and reporting cadence. This is a hands-on, individual-contributor role. You will personally work critical complaints, review responses, and work with Customer Experience and Engineering to fix underlying defects. We have a working complaint program and are investing in better tooling; you will own the program, lead the tooling implementation, and take it to its next stage. WHAT YOU'LL DO - Own intake, triage, categorization, investigation, and resolution for consumer complaints across our card programs, including agency complaints from the CFPB, FDIC, Better Business Bureau, state attorneys general, and counsel. - Draft investigation summaries and consumer responses that are accurate, plain-spoken, and defensible if a regulator reads them later, and manage target dates so nothing is late. - Produce the monthly complaint reporting package for each bank partner, adapted to that partner's categorization and reporting expectations, and quarterly complaint findings for the Compliance Committee and the Board. - Analyze complaint volume, categories, and drivers to find patterns, and distinguish a one-time servicing error from a product defect, a disclosure gap, a broken workflow, or a control failure. - Convert confirmed root causes into logged issues with corrective action plans, owners, and target dates, then drive remediation to closure with Engineering, Product, and Operations and confirm the theme stops recurring. - Work side by side with Customer Experience to improve how complaints are identified, tagged, and documented at first contact, and write the procedures, response templates, and agent guidance that let the front line handle routine matters correctly. - Improve complaint tooling, intake workflows, and reporting, including automation, and keep records examination ready. - Provide coverage across other compliance functions as needed. WHAT WE'RE LOOKING FOR - Typically 4 to 7 years in consumer compliance, complaint management, disputes, or a closely related function within banking, fintech, credit cards, lending, or payments, with hands-on experience investigating and resolving consumer and agency complaints. - Working knowledge of the regulations complaints turn on: Regulation Z, Regulation E, Regulation B, UDAAP, FCRA, and FDCPA. - Demonstrated root cause analysis skill: you can take a cluster of complaints, work out what is causing them, and say so in writing with evidence. - Experience driving corrective action across functions you do not manage, particularly Engineering and Operations, through to validated closure. - Excellent written communication, and comfort using data and AI tools to work more efficiently and expand coverage. - Organized and self-directed: many open matters with hard deadlines, no playbook, no daily check-in, and nothing gets dropped. Bonus Points - Experience in credit card issuing or co-branded card programs, or responding to CFPB portal complaints alongside a partner bank. - Background in disputes, fraud, or servicing operations, where many complaint root causes live. - Experience building or maturing a complaint program, or writing procedures and agent guidance for a support organization. - CRCM or another consumer compliance certification. THIS ROLE ISN'T A FIT IF - We work in the office 5 days a week in San Francisco. If you need a hybrid or remote schedule, this is not the seat. - There is no playbook for this role and no daily check-in. If you do your best work with structure handed to you, this is not the seat. - This is a hands-on build, not a maintenance job. If you are looking for a quiet compliance role with settled processes, this is not the seat. - Behind every complaint is a customer, and the job is to make the pattern stop. If the response letter is where your work ends, this is not the seat. WHY THIS ROLE - You get the whole loop. Most complaint roles stop at the response letter. This one runs through root cause, corrective action, and validation, so you fix things rather than only respond to them. - Complaints are one of the most visible compliance functions we have. Your analysis goes to our bank partners, the Compliance Committee, and the Board, and you sit at the intersection of Compliance, Customer Experience, Engineering, and Product. - We are AI-forward. If you want to automate the repetitive parts of this job, we will give you the tools to do it. What success looks like. In your first 90 days you own the complaint queue, every matter has a target date and is on track, and you have a first cut of categorization and trend reporting our bank partners recognize as an improvement. By six months you run a mature program: defined intake, consistent categorization, reliable monthly reporting to each bank partner, and quarterly findings to the Compliance Committee and the Board. You have taken at least two recurring complaint themes through root cause to validated remediation and the volume in those categories is measurably down. Customer Experience handles routine matters correctly at first contact because you gave them the procedures to do it, and complaints have become the early warning system the rest of the compliance program uses. COMPENSATION This role has an annual starting salary range of $135,000 to $160,000 plus equity and benefits (see below). Actual compensation is influenced by a wide array of factors including but not limited to skills, experience, and specific work location. PERKS & BENEFITS We're proud to offer our team excellent benefits: - 💸 Meaningful Start-up equity - 🏥 100% health, vision & dental primary coverage - ➕ 75% health, vision & dental dependent coverage - 🍱 Catered lunches - 🚎 $250/month Commuter benefit - 👶 Parental leave - ✈️ Team building events & happy hours - 🌴 Flexible PTO with a minimum of 15 days off per year - 🖥️ Apple equipment - 💸 401k plan