Customer Support Team Member

The role

You will own the most complex customer support cases from start to finish, including payment and rewards issues, complaints and escalations. You will chase partners and internal teams, keep customers updated, and track cases to closure.

What you will do

• Work the company's most complex tickets daily; triage and resolve them in Zendesk
• Chase partners and internal teams and keep customers updated until the loop is closed
• Track pending items to closure with Compliance, Legal, Payment Ops, Risk and the BPO team
• Handle complaints, BBB cases and partner escalations as the last line of defense
• Turn around the toughest cases and course-correct painful customer experiences
• Give accurate answers tailored to each customer across products and partners
• Spot recurring issues and recommend ways for Tier 1 and Tier 2 to own more

Required qualifications

• 2+ years in customer support, including escalated or Tier 2+ cases
• Comfort going off book when a case does not fit a playbook
• Strong organization across dozens of open cases, owners and deadlines
• Clear, careful written and verbal communication
• Proactive persistence with internal teams and partners, and patience with customers
• Self-starter and team player who learns new tools quickly
• Discretion with confidential and sensitive information
• Experience with Zendesk or a similar ticketing tool
• Credit card, payments or fintech support experience (disputes, refunds, fraud, rewards)

Nice to have

• Zendesk admin experience
• Experience with regulated complaints, BBB cases, BPO work or airline loyalty programs

About the company

Cardless builds infrastructure that lets companies such as Coinbase and Bilt design, build and launch their own credit cards. The company raised a $60 million Series C in September 2025 and has over 70 people.