# Customer Support Lead at Cardless

- Company: Cardless
- What the company does: Build credit into your product experience. Run it end to end with modular APIs, pre-built components, analytics, and full-service infrastructure. Backed by Pear VC.
- Company website: https://www.cardless.com/
- Type: Startups
- Level: Senior
- Location: San Francisco
- Work setup: On-site
- Pay: $120K to $160K base salary per year (USD)
- Posted: 2026-04-02
- Apply by: 2026-10-08
- Apply: https://jobs.ashbyhq.com/cardless/b095c3b3-78e9-4219-8c2e-6878888fe961
- Page: https://www.1752.vc/careers/jobs/cardless-customer-support-lead/

## About the role

We're looking for a sharp, strategic support operator to own our most complex escalations and then systematically work to reduce them. This role won't have direct reports, but management skills over our T2 and T1 teams are an important part of the role.

## What they're looking for

- 4+ years in customer support, with substantial time spent at a lead level
- Demonstrated experience reducing escalation volume: you've identified a pattern, built the fix (SOP, macro, training), and measured the result
- Experience enabling other tiers to handle more, whether through writing documentation or running training that demonstrably expanded what frontline or T2 agents could resolve
- Strong cross-functional instincts: you've worked directly with Engineering, Compliance, or Legal to resolve issues, not just flagged them upward
- Strong written communication. You can document a resolution path clearly enough that someone else can follow it without you in the room
- Analytical enough to pull ticket data, spot a pattern, and present a clear, actionable point of view, not just a summary

Tags: Customer Experience