About Cardless Cardless is building the infrastructure for the world's best companies to design, build, and launch financial products. Companies like Coinbase and Bilt use Cardless to create credit cards that feel entirely their own. In an industry where branded financial products usually mean shared logos and shared control, Cardless is built to disappear. Our APIs and components shape the journey from the first application to every purchase, reward, and moment of support that follows, while we handle lending, compliance, and operations behind the scenes. In September 2025, we raised a $60 million Series C led by Spark Capital, bringing our total funding to $170 million. The team is over 70 people and scaling toward profitability by year-end 2026. We're looking for kind, humble people with high standards and low egos. We take the work seriously without taking ourselves too seriously. We see what could be improved, make it so, and leave every product, system, and team better than we found it. About the role We're looking for a compliance professional to own consumer complaints end to end and to turn complaint trends into fixes that address root causes, not just one-off resolutions. We see complaints as direct feedback from our most valued asset, our customers, and we treat that signal with the weight it deserves. You'll partner closely with our Customer Experience team on investigation and response, own trending and reporting to our bank partners, and take on the part most complaint roles never get to: tracing patterns back to root cause and driving the remediation that closes the loop. Cardless is a program manager that partners with FDIC- and OCC-regulated issuing banks, so your work has to meet the expectations of multiple bank partners, each with its own regulator, categorization standards, and reporting cadence. This is a hands-on, individual-contributor role. You will personally work critical complaints, review responses, and work with Customer Experience and Engineering to fix underlying defects. We have a working complaint program and are investing in better tooling; you will own the program, lead the tooling implementation, and take it to its next stage. What you'll do • Own intake, triage, categorization, investigation, and resolution for consumer complaints across our card programs, including agency complaints from the CFPB, FDIC, Better Business Bureau, state attorneys general, and counsel. • Draft investigation summaries and consumer responses that are accurate, plain-spoken, and defensible if a regulator reads them later, and manage target dates so nothing is late. • Produce the monthly complaint reporting package for each bank partner, adapted to that partner's categorization and reporting expectations, and quarterly complaint findings for the Compliance Committee and the Board. • Analyze complaint volume, categories, and drivers to find patterns, and distinguish a one-time servicing error from a product defect, a disclosure gap, a broken workflow, or a control failure. • Convert confirmed root causes into logged issues with corrective action plans, owners, and target dates, then drive remediation to closure with Engineering, Product, and Operations and confirm the theme stops recurring. • Work side by side with Customer Experience to improve how complaints are identified, tagged, and documented at first contact, and write the procedures, response templates, and agent guidance that let the front line handle routine matters correctly. • Improve complaint tooling, intake workflows, and reporting, including automation, and keep records examination ready. • Provide coverage across other compliance functions as needed. What we're looking for • Typically 4 to 7 years in consumer compliance, complaint management, disputes, or a closely related function within banking, fintech, credit cards, lending, or payments, with hands-on experience investigating and resolving consumer and agency complaints. • Working knowledge of the regulations complaints turn on: Regulation Z, Regulation E, Regulation B, UDAAP, FCRA, and FDCPA. • Demonstrated root cause analysis skill: you can take a cluster of complaints, work out what is causing them, and say so in writing with evidence. • Experience driving corrective action across functions you do not manage, particularly Engineering and Operations, through to validated closure. • Excellent written communication, and comfort using data and AI tools to work more efficiently and expand coverage. • Organized and self-directed: many open matters with hard deadlines, no playbook, no daily check-in, and nothing gets dropped. Bonus Points • Experience in credit card issuing or co-branded card programs, or responding to CFPB portal complaints alongside a partner bank. • Background in disputes, fraud, or servicing operations, where many complaint root causes live. • Experience building or maturing a complaint program, or writing procedures and agent guidance for a support organization. • CRCM or another consumer compliance certification. This role isn't a fit if • You need a fully remote schedule. We're in our San Francisco office at least three days a week. If you're based in the Salt Lake City area and can meet with partners there in person, we'll also consider you working from home. • There is no playbook for this role and no daily check-in. If you do your best work with structure handed to you, this is not the seat. • This is a hands-on build, not a maintenance job. If you are looking for a quiet compliance role with settled processes, this is not the seat. • Behind every complaint is a customer, and the job is to make the pattern stop. If the response letter is where your work ends, this is not the seat. Why this role • You get the whole loop. Most complaint roles stop at the response letter. This one runs through root cause, corrective action, and validation, so you fix things rather than only respond to them. • Complaints are one of the most visible comp