Operations & Enablement, Customer Support

Job Summary

The Operations & Enablement Manager, Customer Support will help scale and improve how Cardless supports customers across our card programs. This role involves handling complex escalations, analyzing trends, and building systems to reduce support friction.

What You’ll Work On

• Scale Customer Operations Infrastructure: Design and improve workflows, systems, and operational processes.
• Improve Escalation Operations: Own and coordinate resolution of high-priority customer and operational issues requiring cross-functional collaboration.
• Drive Root Cause Analysis: Analyze escalation trends, support workflows, operational gaps, and customer feedback to identify systemic issues and implement long-term solutions.
• Build Scalable Support Systems: Partner with internal teams and BPO partners to improve SOPs, workflows, training materials, QA processes, and operational guidance.
• Surface Product & Operational Insights: Translate customer friction and operational pain points into clear, actionable insights for Product and Engineering teams.
• Improve Operational Visibility: Help build reporting, operational dashboards, and feedback loops that provide better visibility into customer experience trends, support performance, and operational health.
• Reduce Support Friction at Scale: Leverage automation, tooling, AI workflows, and process improvements to reduce manual work, improve consistency, and create a more scalable customer operations function.
• Execute Hands-on Operational Work: Jump directly into customer support operations during periods of high volume, process breakdowns, or emerging issues.

Qualifications

• 4+ years of experience in customer- or client-facing operational roles
• Experience managing complex operational issues or driving cross-functional initiatives
• Demonstrated ability to improve operational processes, workflows, systems, or customer experience outcomes
• Strong 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
• Strong stakeholder management and cross-functional collaboration skills
• Experience working with BPO or outsourced support operations is a plus
• Fintech, payments, banking, or financial services experience is helpful but not required

What We’re Looking For

• Experience in customer- or client-facing operational roles
• Experience managing complex operational issues or driving cross-functional initiatives
• Demonstrated ability to improve operational processes, workflows, systems, or customer experience outcomes
• Strong 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
• Strong stakeholder management and cross-functional collaboration skills
• Experience working with BPO or outsourced support operations is a plus
• Fintech, payments, banking, or financial services experience is helpful but not required