Customer Support Lead

About the role

This position owns the most complex customer escalations and drives systemic improvements to prevent recurrence. The hire will act as the strategic resolver for issues that cross compliance, fraud, and regulatory boundaries. They will manage relationships with internal stakeholders like Engineering, Product, Fraud, and Compliance to close hard cases. This role requires building durable systems, clear SOPs, and robust knowledge bases to elevate the entire support organization. The individual must balance hands-on execution with high-level strategic thinking to solve ambiguous problems. If you are ready to own the full improvement loop from resolution to prevention, this is the opportunity.

Key facts

What you'll do

• Resolve Tier 3 escalations involving disputes, fraud, compliance, and other high-risk scenarios.
• Partner with Engineering, Product, Fraud, and Compliance to investigate root causes and implement fixes.
• Document detailed resolution paths and update internal knowledge bases to prevent future escalations.
• Analyze patterns in escalations and CSAT data to generate actionable insights for product and support teams.
• Create and maintain Standard Operating Procedures to empower T1 and T2 agents to handle more complex cases.
• Draft and publish Help Center articles that address common customer questions and reduce inbound volume.
• Synthesize ambiguous situations into clear summaries and recommendations for cross-functional stakeholders.
• Monitor support metrics and identify opportunities to improve efficiency, accuracy, and customer satisfaction.
• Serve as a subject matter expert for card programs, explaining complex features and constraints to internal teams.
• Coach and mentor support staff on handling escalated cases and applying documented processes.
• Evaluate new tools and workflows to streamline case resolution and improve long-term scalability.
• Act as the primary point of contact for high-stakes customer issues that require executive-level attention.

Requirements

• 4+ years in customer support, with substantial time spent handling escalated and complex cases.
• Demonstrated ability to work nights, weekends, and holidays to support escalated cases as they arise.
• Comfort with high ambiguity and the ability to navigate situations without a clear playbook.
• Strong written and verbal communication skills for documenting processes and coordinating with stakeholders.
• Experience working with cross-functional teams in a fast-paced, scrappy environment.
• High ownership mindset and the discipline to close hard tickets while thinking strategically.
• Willingness to dive into technical and procedural details to understand root causes.
• Located in or able to work in San Francisco, CA, on a full-time basis.

Nice to have

• Familiarity with credit card networks, issuing programs, and compliance frameworks.
• Experience in fintech or financial services environments.
• Background in building or improving internal support processes and training materials.
• Knowledge of customer support tools like ticketing systems and knowledge bases.
• Experience analyzing support data to surface product or experience issues.
• Previous work supporting card programs or loyalty programs.

Practical notes

We work in the office 5 days a week. We know that's a dealbreaker for some people, and that's okay.

Escalated support doesn't follow a neat schedule. Complex cases surface at inconvenient times and sometimes need a fast response. Flexibility matters here.

This role requires both execution and strategy. You need to be able to close a hard case and step back and ask why it got to you in the first place, then do something about it.

There's real ambiguity. Card programs are complex and every situation is a little different. You won't always have a clear playbook, and you'll need to be comfortable figuring it out.

If that sounds like your kind of work, keep reading.

WHY THIS ROLE IS COOL

The cases are genuinely interesting. Tier 3 support at a fintech isn't answering "where's my card." You're handling disputes, fraud scenarios, and compliance-adjacent situations that require real judgment.

You'll develop deep fintech fluency. Credit cards sit at the intersection of product, compliance, fraud, and banking. You'll build expertise across all of it working cross-functionally every day.

Your work has a direct feedback loop. When you close a case and document the fix, you can watch it reduce future escalations. The impact of good work here is visible and fast.

You'll work on programs people actually care about. Coinbase. Bilt. Qatar Airways. These are programs with engaged, passionate users - which makes getting it right matter.