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Messaging Channel Lead
at Square
over 1 year ago | 1087 views | 5 applications

Messaging Channel Lead

Atlanta, United States
Per year
$228,000 To $272,300

About the company

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together. To solve this problem, we expanded into software and built integrated solutions to help sellers sell online, manage inventory, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale. Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

Job Summary

We are seeking a highly motivated, deeply experienced and resourceful leader to design, inspire, lead and scale our multi-channel Customer Success organization for Cash App and create the future vision of how we’ll serve customers. You will influence and inspire a team of passionate customer advocates and their leaders, coaching them to success while you help dream up and build out a world class operation. You will define how Cash App will optimize all Success channels, including in-app messaging and phone, while developing and reinforcing Cash App’s team culture, driving customer happiness, and promoting employee success and supporting career progression.

In this role, you will serve as a cross-functional leader inside the company, working with product, engineering, design, business development, marketing, and finance to drive a culture of customer-first supportability. You’ll manage the operations of the Customer Success team to ensure we achieve Cash App’s most important strategic priorities and underpin our obsession with customer focus and mindset. You will set, track, manage and evolve our operational Key Performance Indicators (KPIs) weekly, quarterly and overall, and act as an advocate and leader for our front-line team members, interacting with training, recruiting, analytics, workforce management, Voice of the Customer (VoC), and engineering and technology teams who are critical to making our customers successful. This senior role will be a blend of managing the performance of internal employees and partner performance through influence and motivation.

The right candidate for this role will demonstrate success by:

Utilizing deep product and industry knowledge to implement and improve on best practices while serving as a strong cross-functional leader and advocacy role model for support Coaching and mentoring team members with a focus on professional development and upstream, preventative, future-proof thinking Driving improvements in customer satisfaction across channels by understanding the struggle and support needs of our customers and how our teams can best respond Owning 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 Developing and managing the metrics to measure the growth, performance and impact of the team, and set goals and provide progress updates Treating the Customer Success operation as a product at Cash App, innovating, experimenting and iterating on the customer experience Developing and leading end-to-end holistic project plans and ensuring on-time delivery of critical customer success initiatives Gathering and synthesizing relevant data, suggesting improvements in the tools, approaches, processes, and techniques to help scale the team Scaling 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 Experience managing vendor partner relationships and performance management Qualifications A relevant BA/BS degree or related experience 15+ years of relevant CS operations work experience, with 10+ years of multi-tier (managing managers) people management experience required at companies with significant scale Past product and/or project management experience and deep background scaling complex operations from inception to hundreds of team members, particularly within a technology company Experience 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 The ability to effectively influence and communicate cross-functionally throughout an entire organization and excellent written and verbal communication skills Creative problem-solving abilities and expertise in balancing and articulating trade-offs at scale A passion for consumer financial services and ensuring an outstanding customer experience Vendor management experience is desired Additional Information Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

Zone A: USD $222,800 - USD $272,300 Zone B: USD $222,800 - USD $272,300 Zone C: USD $222,800 - USD $272,300 Zone D: USD $222,800 - USD $272,300

To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information.

Benefits include the following:

Healthcare coverage Retirement Plans including company match Employee Stock Purchase Program Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance Paid parental and caregiving leave Paid time off Learning and Development resources Paid Life insurance, AD&D. and disability benefits Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

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.

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