Cardless
Customer Experience
Operations&EnablementManager,CustomerSupport
Neural analysis suggests this role is
optimal for Mid candidates.
“Operations & Enablement Manager, Customer Support at Cardless. Skills: Customer Support Operations, Process Improvement, Cross-functional Collaboration. Scale Customer Operations Infrastructure. Improve Escalation Operations”
What You'll Achieve.
reduce them (complex escalations); improve operations at scale; enable support teams to operate more effectively and independently; provide better visibility into customer experience trends, support performance, and operational health; reduce manual work, improve consistency, and create a more scalable customer operations function
Industry & Context.
analytical instincts; comfort using data to identify patterns; investigate issues; drive decisions
What They're Looking For.
Must Have
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, 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, stakeholder management and cross-functional collaboration skills
Nice to Have
Experience working with BPO or outsourced support operations is a plus, Fintech, payments, banking, or financial services experience is helpful but not required
What You'll Do.
Scale Customer Operations Infrastructure
Improve Escalation Operations
Drive Root Cause Analysis
Build Scalable Support Systems
Surface Product & Operational Insights
Improve Operational Visibility
Reduce Support Friction at Scale
Execute Hands-on Operational Work
How You'll Work.
Team & Collaboration
cross-functional coordination with Product, Engineering, and Risk; Partner with internal teams and BPO partners; Surface Product & Operational Insights for Product and Engineering teams
Communication Scope
Excellent written communication
Process & Methodology
driving cross-functional initiatives
Full Job Description
Cardless is a credit card and loyalty platform that helps consumer businesses engage their customers. We’ve launched over a dozen programs with partners like Coinbase, Bilt, and Qatar Airways, building technology that embeds credit card experiences directly into their products. Our mission is to power the next generation of credit card programs globally, enabling any consumer business to launch and scale a world-class program without building the infrastructure themselves. We value curiosity, humility, and ownership. We move fast and take responsibility for what we build. We’re headquartered in San Francisco and have raised ~$150M from investors including Spark Capital, American Express, and Activant Capital. THE JOB We’re hiring an Operations & Enablement Manager, Customer Support to help scale and improve how Cardless supports customers across our card programs. We're looking for a sharp, strategic support operator to own our most complex escalations and then systematically work to reduce them. You'll handle our most complex cases: unique scenarios that require cross-functional coordination with Product, Engineering, and Risk, and edge cases that don't fit any existing playbook. But just as importantly, you'll treat every escalation as a signal, something to be documented, analyzed, and resolved at the root so it stops climbing the queue. This role isn't about being the best at resolving hard tickets. It's about being the person who builds the systems, SOPs, and capability so that hard tickets become routine and routine tickets get handled without you. If you're someone who gets restless just closing cases and wants to own the whole improvement loop, this is for you. BEFORE YOU APPLY A few things worth knowing: - This is an IC role. You won’t have direct reports, but you’ll drive operational improvements and influence outcomes across multiple teams and partners. Management skills over our T2 and T1 teams are also an important part of the role. - We work in the off
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