Customer Support

Cardless

. Work on the company’s most complex tickets daily; triage and resolve them in Zendesk .

Posted 11/11/2026contractRemote • United StatesJuniorMid-Level💰 $28 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer support with a focus on resolving escalated cases and managing complex inquiries. Proficient in utilizing Zendesk for ticket management while maintaining strong organizational skills and effective communication.

Highest-signal resume keywords

Customer Support ExperienceZendesk ProficiencyEscalated Case ResolutionCredit Card Payments KnowledgeStrong Organizational Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportEscalated Case ManagementZendeskTicketing Tool AdministrationDispute ResolutionRefund ProcessingFraud ManagementRewards Program KnowledgeRegulated Complaints HandlingBPO Experience

Soft Skills

Clear CommunicationProactive PersistencePatienceSelf-StarterTeam Player

Industry Keywords

Fintech SupportCredit Card IndustryPaymentsCustomer ExperienceBBB CasesPartner EscalationsComplianceLegalRisk ManagementAirline Loyalty Programs

About the role

Key responsibilities & impact

Work on the company’s most complex tickets daily; triage and resolve them in Zendesk
Chase partners and internal teams, follow up on customer inquiries, keep customers updated, and close the loop
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
Know Cardless products and partners and provide accurate, tailored answers
Spot recurring issues and recommend ways for Tier 1 and Tier 2 teams to take ownership

Requirements

What you’ll need

2+ years in customer support, including escalated or Tier 2+ cases
Comfort going "off book" when a case doesn't fit a playbook, and adapting as processes change
Strong organization: track dozens of open cases across owners and deadlines without dropping details
Clear, careful written and verbal communication
Proactive persistence with internal teams and partners, plus 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; administration experience is a plus
Credit card, payments, or fintech support experience, including disputes, refunds, fraud, or rewards
Bonus: experience with regulated complaints, BBB cases, BPO work, or airline loyalty programs