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Cash App
Product Lead, Support Agent AI Assistant
8 months ago | 729 views | Be the first one to apply

Product Lead, Support Agent AI Assistant

Full-time
Remote

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 world’s 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. We’ve 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

You Will:

📍Define the strategy, roadmap, and prioritization for AI assistance for agents, across the entire journey: determining what a customer needs help with, what to do, how to respond, and how to improve 📍Coordinate actions with a dedicated product team of a Designer, Client Engineers, Server Engineers, Machine Learning Modelers, Machine Learning Engineers, and a Data Scientist 📍Deeply understand the needs of agents and customers and act as their voice through planning, design and execution 📍Set the pace for the team by effectively driving clarity and alignment through excellent communication and product documentation 📍See the future of AI-assisted agent support in vivid color and keep the team’s ambition high along the journey

Qualifications

You Have: 📍8+ years of product management or equivalent experience 📍Possess both expertise and passion in AI - you’re following all the latest improvements and testing it yourself 📍Shown high agency and attention to detail driving a product team forward daily 📍Defined and owned a roadmap without much guidance 📍Displayed strong customer empathy and experience shaping product direction and execution based on customer needs 📍Resilience and experience driving cross-functional product initiatives in a successful way 📍A hunger to tackle complicated and impactful product & business problems 📍Appreciation for product design and the customer experience 📍Strong strategic thinking, problem solving, and logical structuring abilities 📍Comfort with ambiguity; the ability to independently lay out and test clear hypotheses, and solve problems without well-defined direction 📍Bonus: You’ve integrated AI within customer support

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