Operations & Enablement Manager, Customer Support

About Cardless

Cardless is a cutting-edge credit card and loyalty platform designed to help consumer businesses engage customers effectively. We've partnered with well-known companies such as Coinbase, Bilt, and Qatar Airways, integrating credit card experiences within their products. Our mission is to empower consumer businesses globally to launch and scale outstanding credit card programs without having to develop the underlying infrastructure from scratch. Based in San Francisco, we've secured approximately $150 million in funding from investors including Spark Capital and American Express.

Role Overview

We are seeking an Operations & Enablement Manager for Customer Support to enhance and scale Cardless's customer support capabilities throughout our card programs. This individual will manage our most challenging escalations—complex issues that require coordination across Product, Engineering, and Risk teams—and systematically work to eliminate repetitive problems through root cause analysis.

This role focuses on building the frameworks, standard operating procedures (SOPs), and tools that transform difficult issues into routine ones and enable support teams to handle standard inquiries autonomously. The position is ideal for someone who is motivated not only to resolve cases but to continuously improve the support process as a whole.

Key Responsibilities

• Develop and optimize workflows, systems, and processes to scale customer operations efficiently as the company grows.
• Manage and resolve high-priority escalations that require cross-team collaboration (Product, Engineering, Fraud, Compliance, Operations).
• Conduct root cause analyses on escalations and customer feedback to establish enduring solutions.
• Partner with internal and outsourced teams to enhance SOPs, training materials, quality assurance procedures, and operational guidance.
• Provide actionable product and operational insights by interpreting customer pain points and operational challenges.
• Create and maintain reporting tools, dashboards, and feedback mechanisms to improve visibility into customer experience and operational performance.
• Leverage automation, AI, and process improvements to reduce manual workload and enhance scalability.
• Participate directly in customer support activities during peak times or system failures to unblock issues and identify systemic improvements.

Example Initiatives

• Rebuild and clarify escalation pathways to empower Tier 2 agents to resolve issues independently, reducing unnecessary escalations.
• Document resolution processes for recurring edge cases and ensure frontline teams are well-trained to handle them.
• Analyze patterns behind customer satisfaction dips post-product changes and present findings clearly to Product teams for corrective action.

Candidate Profile

• Minimum 4 years' experience in customer-facing operations within domains such as strategy, support, fintech, consulting, or other complex operational fields.
• Proven track record of managing complex operational challenges and leading cross-functional projects.
• Strong analytical skills with comfort in using data for decision-making and pattern recognition.
• Excellent written communication and documentation abilities.
• Experience creating SOPs, operational playbooks, training content, and workflow improvements.
• Strong skills in stakeholder engagement and collaboration across diverse teams.
• Experience with BPO or outsourced support operations is advantageous but not mandatory.
• Background in fintech, payments, banking, or financial services is a plus.

Compensation and Benefits

The annual salary range for this position is $120,000 to $170,000, supplemented with equity and comprehensive benefits. Specific compensation is determined by experience, skills, and work location.

• Meaningful equity stake in the startup
• Complete primary health, vision, and dental coverage; 75% dependent coverage
• Catered lunches
• $250 monthly commuter allowance
• Generous parental leave
• Organized team events and social gatherings
• Flexible paid time off with at least 15 days annually
• State-of-the-art Apple equipment
• 401(k) retirement plan

Work Environment

This position is based at our San Francisco headquarters in the Jackson Square neighborhood and requires on-site presence five days a week. We value a dynamic work culture embracing responsibility, curiosity, and rapid iteration.