Customer Success Advocate, Cash App Lending

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 ecosystem, developing unique financial products, including Afterpay, 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. This is our mission, and it’s why working at Cash App means so much more than a job.

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.

Check out our locations, benefits, and more at cash.app/careers!

Cash App knows that great customer support is provided by both people and products. We are looking for a highly motivated and resourceful person who is dedicated to providing world-class support by exceeding expectations through each interaction with Cash App customers. This individual will focus primarily on our newest Lending products. In this role, you will provide support to Cash App customers with Lending questions/needs and become a leader in all inquiries Lending related. You will use your proximity to customers to identify issues to improve the customer experience. You are a fiercely loyal advocate for our customers, a creative problem-solver, and a collaborative team member. You are energized by working with people, while still being a strong independent worker. Successful advocates quickly become experts on Cash App Lending and have an opportunity to impact the product roadmap and customer experience on a small, nimble team.

• It's important to note that this role sits within Salt Lake City / Holladay, UT. This is not a remote position

What you’ll be accountable for:

• Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies and products
• Effectively solve customer Lending inquiries via email communication
• Hold a high bar for Support when owning customer interactions
• Report to a Customer Success Lead
• Recognize errors and draft improvements to content in the external Support Center and internal documentation
• Collaborate with members of other teams to root out answers and be a resource to teammates
• Identify, document and follow up with support teams on product bugs and features

Qualifications

• Excellent organizational and time-management skills
• Enjoy working in a fast-paced and rapidly changing start-up environment with the ability to quickly adapt to new situations and think on your feet
• Genuine curiosity about people and business, while possessing the ability to inspire passion in others
• An ability to work public holidays as needed
• A desire to help people and improve the customer experience
• The ability to multi-task by navigating systems applications while driving resolutions with customers by phone support
• Coachable mindset, interested in implementing feedback, and dedicated to continuous personal improvement
• 1+ years of professional experience with either a financial institution or payment provider preferred
• An ability to work weekends as part of a rotating schedule; working-hours flexibility
• Comfort with ambiguity and resilient when facing rapid change
• Experience in direct customer or client-facing roles
• A passion for Cash App and customers engaging with our platform

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 the candidate's work location and may be may be modified in the future.

Zone A: USD $31.30

Zone B: USD $29.09

Zone C: USD $25.34

Zone D: USD $23.47

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:

• Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources
• Paid Life insurance, AD&D. and disability benefits
• Paid parental and caregiving leave
• Retirement Plans including company match
• Healthcare coverage
• Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance
• Employee Stock Purchase Program
• Paid time off
• Learning and Development 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.

US and Canada EEOC Statement

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.