About the company
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 ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the worldās relationship with money to make it more relatable, instantly available, and universally accessible. Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. Weāve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.
Job Summary
The right candidate for this role will demonstrate success by:
šUtilizing deep product and industry knowledge in financial technology or banking to implement and improve on best practices while serving as a strong cross-functional leader and advocacy role model for support šCoaching and mentoring team members with a focus on professional development and upstream, preventative, future-proof thinking šDriving improvements in customer satisfaction across channels by understanding the opportunities and support needs of our customers and how our teams can best respond šOwning the efficiency and quality balance of the Customer Success operation, smartly investing in both, while incorporating cost considerations, to help maximize our investments in our people and build our talent for the future šDeveloping and managing the metrics to measure the growth, performance and impact of the team, and set goals and provide progress updates šTreating the Customer Success operation as a product at Cash App, innovating, experimenting and iterating on the customer experience šDeveloping and leading end-to-end holistic project plans and ensuring on-time delivery of critical customer success initiatives šGathering and synthesizing relevant data, suggesting improvements in the tools, approaches, processes, and techniques to help scale the team šScaling the Customer Success team by capitalizing on opportunities for increased effectiveness and efficiency, driving productivity and quality initiatives and working tirelessly to empower the front-line advocates šExperience managing vendor partner relationships and performance management
Qualifications
šA relevant BA/BS degree or related experience š15+ years of relevant customer support or banking operations work experience, with 10+ years of multi-tier (managing managers) people management experience required at companies with significant scale šVendor management or partner outsourcing support operations experience is required šPast product and/or project management experience and deep background scaling complex operations from inception to hundreds of team members, particularly within a technology or financial services company šExperience creating, building, optimizing B2C Customer Success operations, particularly in a fast-paced startup or tech environment, and experience with leading partner (BPO) teams to achievements equivalent to internal teams
