Who we are
Cardless is a fintech startup. Our mission is to make consumer credit more accessible, useful, and engaging, and we do that by partnering with brands to help them launch financial products.
We've begun with a focus on co-branded credit cards. We've launched cards with the Cleveland Cavaliers , Manchester United , Miami Marlins , and Boston Celtics , with more brands on the way! Our cards are digital-first, consumer-friendly, and tailored to both brands & fans with delightful discounts & rewards.
Read more about our business, our product, and what it's like to work at Cardless in these blog posts from our team and industry experts:• How to make a credit card by Michael Spelfogel (Founder & President)• Designing for dignity & joy by Scott Kazmierowicz (Founder & CEO)• What it's like to celebrate a new card launch with Cardless by Zach Honig (Content & Loyalty)• Here's how fintech could disrupt credit card rewards by View from the Wing• Forget free flights, this card could make you an NBA benchwarmer by Bloomberg
We're headquartered in San Francisco, but we're building a remote-friendly team across the continental US. We were founded in 2019, and we last raised a $40M Series B in 2021. Our investors include top VCs like Activant, Accomplice, and Greycroft; founders from successful startups like Plaid, SeatGeek, and FiveStars; and executives from major sports teams like the Boston Celtics and Phoenix Suns.
The Role
Cardless is looking for a Customer Experience Director to lead, manage and inspire a world-class customer service team for a growing fintech company. Reporting to the Head of Operations, this critical role owns all aspects of customer service and ensures successful resolution of consumer issues and internal communication to cross-functional stakeholders and leadership. Your role will be the connective tissue between our consumers and our product team to enhance the customer experience. You will also manage a team of direct reports and third-party vendor call center, updating policies, procedures and best practices for the CS team and helping shape an overall team vision.
The Responsibilities

• Own all aspects of Cardless' Customer Experience team and ensures operational excellence of the team including managing a growing team of direct reports and a third-party call center
• Serving as the "voice of the customer" in understanding consumer issues and using a data-driven approach to support your findings to advocate for product updates and changes
• Work collaboratively with internal teams and leadership to provide guidance and recommendations for product enhancements and internal tools
• Update and iterate customer success policies and procedures, best practices and internal guides that is both scalable and in compliance with company SLAs and regulatory requirements
• Explore and provide insight on new and innovative ways to drive the success of the CS team including technology, external platforms and partners, agencies and more

The Requirements

• Minimum 7+ years of progressive experience leading and scaling customer experience departments ideally in a highly-regulated and fast paced environment including 4+ years managing internal and external teams
• A consumer-centric mindset coupled with a strong analytical and data driven approach
• Excellent verbal and written communication skills Ability to thrive in an ambiguous, ever changing and fast paced environment

Locations
We're headquartered in San Francisco, CA, with a beautiful office in the Mission District (near Dolores Park). We welcome employees who want to work from this office; we offer additional benefits to those who do (see below), and relocation assistance to those who'd like to.
We're also hiring remotely across most of the continental US (excluding AK, CO, and HI) for most roles. We work hard to create a first-class, remote-friendly environment, with an additional benefit for remote employees, too (see below).
We regularly bring our team together for offsites & trips, about every 2 months, both for fun and for work. We cover all travel & lodging in these cases.
A condition of employment at Cardless is being fully vaccinated against COVID prior to beginning your employment. We'll ask you to send us a copy of your vaccination card in advance of your first day.
Benefits & perks
For all employees, we offer:
Highly competitive salaries, significant equity, and a 401(k) plan
Top-of-the-line healthcare (medical, vision, and dental), with 100% primary coverage and 75% dependent coverage for medical
Unlimited paid time off, with a minimum of 15 days off per year
Amazing team trips & offsites (e.g. rock climbing in Utah, watching a Cavs game in a suite, and staying in an Italian villa in Carmel Valley)
Access to amazing advisors & investors, like Gil Shklarski (Flatiron Health CTO), Dorothy Kilroy (Airbnb & Marqeta exec), and Frank Mastrangelo (Bancorp founder)
For in-office employees:
Catered lunch at the office every day, plus plenty of snacks & drinks
$220/month commuter assistance for public transit or our parking garage
For remote employees:
$500 remote setup stipend to help you do your best work
Our values
We believe that the best companies are the ones that successfully align their vision and values, that match their decision making processes, hiring criteria, and overall operating principles to the change they're striving to make. We're willing to spend significant time and resources to be above average at the following things, because we believe that will lead to long term success.
Be curious and be the solution. We work in a complex space. In order to be successful, we must think globally and collaborate cross-functionally. We ask thoughtful questions without judgment and propose comprehensive solutions that address the full picture. We are all owners at Cardless - mindful and empowered.
Start with the customer. Our customers are our priority. Our care for them drives our actions. The first question we always ask is: how will this impact the customer? We make every decision, no matter how big or small, with the customer top of mind.
Move fast and build things. We are a startup in a highly regulated space, so we must execute with both speed and precision. We achieve this through deliberate focus, methodical preparation, and disciplined execution. We build, learn, improve, and repeat.
A place to do your best work. We are a team, and we achieve more together than apart. At Cardless, we want to see each other succeed: we take as much pride in each other's work as our own. We celebrate and seek out diversity of experience, thought, and background in order to accelerate both individual and company growth. We're hungry, we're passionate, and we're inspired to achieve great things together.