Head of Customer Support

3 weeks ago

San Francisco, California, United States Cardless Full time

At Cardless, we're building a credit card and loyalty platform that consumer businesses use to engage their customers. We've launched 9 credit cards, including for the largest mall operator in the U.S. and the largest airline in South America. 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 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 $60M in equity funding from top venture capital firms and angels.

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Cardless is looking for a Head of Customer Support reporting to our Chief Operating Officer.

Responsibilities

As our Head of Customer Support, you will be responsible for the leadership and oversight of our customer support operations. You will oversee the operations and performance of our contact center provider relationship, supporting technical vendors, the documentation and management of Cardless operational procedures, escalated customer cases, disputes & chargebacks, and collections operations. You'll be responsible for tweaking, improving and revamping existing customer support policies, workflows, scripts and playbooks based on data driven insights while the company scales rapidly. You will coach, develop and lead the operational support team to resolve complex inquiries and process exception cases in an accurate and timely manner. You'll work cross-functionally with the Cardless Product, Engineering, Risk, Compliance, & Legal teams to build processes and resolve customer issues with urgency and care. The Lead is instrumental in ensuring the team achieves overall business objectives including productivity, accuracy and customer satisfaction targets.

Requirements:

  • Have at least 5 years of experience in the customer success field within financial services, of which at least 3 at a leadership level.
  • Have experience with day to day management of a contact center provider relationship
  • Have a passion for developing content, training agents, and measuring their success
  • Be a self-starter with a strong sense of urgency and accountabilityHave exemplary written and verbal communication skills coupled with unparalleled follow up skills -- both outbound (to customers) and with internal stakeholders
  • Be the voice of the customer internally and champion of Cardless externally
  • Keep ahead of industry developments and apply standard methodologies to areas of improvement
  • Forward thinking approach with ability to problem-solving complex issues to drive shared goals across internal and external teams
  • Helping organizations make product decisions based on customer insight.
  • Making recommendations to the organization around the building out of internal tools used by contact center agents
  • Knowledge of collections and disputes - from an operational and regulatory perspective
  • Experience with Zendesk or similar tooling

Benefits

We're headquartered in San Francisco, CA, with a beautiful office in the Mission District. We're proud to offer our team excellent benefits:

Meaningful Start-up equity

100% health, vision & dental primary coverage

75% health, vision & dental dependent coverage

Catered lunches

$250/month Commuter benefit

Parental leave

Team building events & happy hours

Flexible PTO with a minimum of 15 days off per year

Apple equipment

401k plan

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Cardless employees are required to be fully vaccinated and boosted against COVID-19, and to provide proof of vaccination prior to their first day. Cardless is an equal opportunity employer, and we value a diverse and inclusive workplace. We do not discriminate on the basis of race, national origin, ethnicity, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other applicable legally protected characteristics.

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