# Operations & Enablement, Customer Support

**Company:** [Cardless](https://hotfix.jobs/companies/cardless)
**Location:** San Francisco, CA
**Role:** Customer Success
**Salary:** $120k – $170k/yr
**Experience:** 4+ years
**Skills:** Customer Operations, Support Operations, Sop Development, Root Cause Analysis, Cross-Functional Collaboration, Process Improvement, Data Analysis, Workflow Automation, Bpo Management, Stakeholder Management
**Posted:** 2026-05-21

> Own complex T3 escalations and drive systemic improvements to customer support operations at a fintech credit card platform. Build SOPs, reduce escalations through root cause analysis, and partner with Product, Engineering, and BPO teams to scale support infrastructure.

## Job Description

## 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.

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