Customer Support Specialist

CUSTOMER SUPPORT SPECIALIST

At Cardless, we're building a credit card and loyalty platform that consumer businesses use to engage their customers. We've launched over a dozen credit card programs, including for Coinbase, Bilt, and Qatar Airways. We help businesses bring imaginative card programs to life, and have pioneered technology to embed credit card features natively into their products.

We value curiosity, humility, and intensity — we move fast and take outsized ownership. This is a place where a motivated, resourceful individual can have an enormous impact on our trajectory. We're headquartered in San Francisco, and have raised about $150M in equity funding from top venture capital firms including Spark Capital, American Express, Activant Capital, and more.

THE JOB

We're looking for a sharp, hands-on support specialist to own our most complex customer escalations. You'll be the last line of defense before an issue becomes a real problem — handling cases with financial, legal, or regulatory implications that frontline agents can't resolve on their own.

This is a Tier 3 in-house support role. You'll work directly with Engineering, Product, Fraud, and Compliance to get hard cases closed, and you'll document what you learn so the team gets smarter every time. It's detail-oriented, cross-functional, and genuinely interesting work — credit cards touch a lot of moving parts.

EXAMPLE PROJECTS

Owning a complex dispute: A cardholder is claiming fraud on a series of transactions and the case has compliance implications. You take it end-to-end — gathering the facts, coordinating with Fraud and Compliance, and reaching a resolution — then write up what happened so it's easier to handle next time.

Closing a knowledge gap: You keep seeing the same edge case come through escalations. You document the resolution path, work with the frontline team to make sure they understand it, and update the internal knowledge base so it stops reaching you.

Digging into a comp...