Company Description

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic app, bringing a better way to send, spend, invest, borrow and save to our millions of monthly active users. With a mission to redefine the world's relationship with money by making it more relatable, instantly available and universally accessible, at Cash App you'll have the opportunity to make a real-world impact with your career.
Today, Cash App has thousands of employees around the world with a culture geared toward creativity, collaboration and impact. We’ve been a distributed team since day one, and continue to value working across time zones and continents both remotely and in our Cash App offices.
Our offices are great, but many of our roles can be done remotely from the countries where Block operates. We tailor our experience to champion our employees’ creativity and productivity wherever they are.
Check out our locations, benefits and more at cash.app/careers.

Job Description

We are looking for an individual to lead members of Cash App’s Customer Success team. You will not only lead a team of passionate Advocates, but you will also build excellent operations - optimizing all Success channels including email, SMS, and phone - all while strengthening team culture, driving customer happiness, and promoting employee success.

You will be a cross-functional liaison working with product, engineering, business development, marketing, and finance to guide Cash App's most important strategic priorities. You will track indicators of performance weekly.

You will:

• Coach and mentor team members with a focus on professional development and upstream thinking

• Improve customer satisfaction across channels

• Develop metrics to measure the growth and performance of the team, and provide reports as needed

• Utilize deep product and industry knowledge

• Treat Success as a product at Cash App, improving and iterating on the customer experience

• Lead end-to-end project plans and ensure delivery of essential success plans

• Gather and summarize relevant data, suggesting improvements in the tools and techniques to help scale the team

• Scale the Success team by capitalizing on opportunities for increased efficiency, driving productivity plans

• guidance/assistance as appropriate

• Respond promptly and exercise exceptional communication skills in an effort to optimize each contact

• Effectively manage cases and communication using Salesforce Service Cloud

• Utilize strong de-escalation skills to assist customers in need

• Meet or exceed established service level agreements and guidelines

• Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes toward enhanced customer satisfaction

• Understand bank operations, industry trends & best practices, and the rules and regulations that drive the fintech industry

Qualifications

You Have:

• 6+ years of work experience with 3+ years of direct people management experience required

• Past product or project management experience

• Experience building and scaling Customer Success operations

• The ability to effectively influence and communicate cross-functionally

• Creative problem-solving abilities

• Passion for Square and ensuring an outstanding customer experience

Additional Information

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page. 

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.