Operations & Enablement, Customer Support

What You’ll Work On

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.

Example Projects

• Rebuilding a broken escalation path: Diagnose confusion in escalation scenarios, write SOPs, build macros, and validate execution to reduce escalations.
• Closing a knowledge gap: Document resolution paths for recurring edge cases, update knowledge bases, and train frontline teams.
• Digging into a complaint pattern: Analyze CSAT dips, identify common threads, and surface root causes to Product teams.
• Surfacing a product problem: Pull tickets to identify patterns and deliver actionable summaries with context for Product action.

What We’re Looking For

• 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.