Senior Customer Success Manager, Cash App

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/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.

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

JOB DESCRIPTION

We are looking for an experienced individual to lead a cross-functional team within the Customer Success organization at Cash App. In this role, you are responsible to drive daily performance through your demonstrated business acumen and people leadership. You will lead a Customer Operations team and work directly with WorkForce Management, Quality Assurance and Data teams to ensure operational structure, tools, information and alignment are driving customer satisfaction and happiness, business objectives, and key performance metrics. Additionally, you will act as a liaison by working with learning and development, product, engineering, business development, marketing and finance to improve Square and Cash App’s most important strategic priorities. Your primary focus is to drive performance results through data-driven operational excellence, continuous process and quality improvement and the skill development of your team members as measured through established Objectives and Key Results, Key Performance Indicators and Employee Engagement Surveys. You will report into the Channel Lead for Voice Operations.

You Will:

Operational Efficiency + Strategy

• Scale: See the opportunity in every challenge and develop structured plans to create solutions to essential support project
• Analyze: Use deep product and industry knowledge to gather and summarize relevant data, drive improvements and to scale the team
• Improve: Build a new standard for support in payments and commerce-related products by managing and driving improvements and performance results in customer satisfaction, productivity, service level agreements, and overall performance
• Measure: Use metrics to assess and measure the results, impact and performance of your team and direct impact on the customer experience

Team Happiness + Development

• Inspire: Communicate an inspiring vision and sense of purpose, helping leads and team members understand the connection between their work and the end goal
• Connect: Build constructive relationships with all team members up, down, sideways, inside, and outside of Square
• Grow: Mentor team members and other leaders by providing learning opportunities that are following development plans and our goals

Demonstrated Competencies

Managing Vision & Purpose - Communicates a compelling and inspired vision or sense of core purpose; talks beyond today; talks about possibilities; is optimistic; creates mileposts and symbols to rally support behind the vision; makes the vision shareable by everyone; can inspire and motivate entire units or organizations.

Business Acumen - Understanding other parts of the business & their vision and priorities. Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.

Managing Complexity - Clearly defines the problem before acting, can see root causes. Explores multiple sources for information. Understands whats relevant, can forsee consequences of different options.

Drive for Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results. Is a subject matter expert, is good at time management & prioritization.

Building Effective Teams- Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; empowers team by delegating, creates a feeling of belonging in the team.

Process management - Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more out of fewer resources.

Political Savvy - Can maneuver through complex political situations effectively and quietly; is sensitive to how people and organizations function; anticipates where the land mines are and plans his/her approach accordingly; views corporate politics as a necessary part of organizational life and works to adjust to that reality; is a maze-bright person. Has willingness to compromise, collaborate & influence stakeholders.

Qualifications

• Proven track record of working cross functionally
• Experience building and scaling customer support operations, in a dynamic, fast-paced environment. Knowledge of bank operations, industry trends & best practices that drive the fintech industry, a plus
• Demonstrated ability to drive sustainable operational performance through data analytics and process improvement
• Past product and project management experience
• Creative problem-solving abilities
• Excellent written and verbal communication skills
• 8+ years of work experience with 5+ years of direct experience leading and developing other leaders
• Experience managing Customer Service, Internal Call Centers and/or Business Process Outsourcing
• A passion for ensuring an excellent customer experience
• Demonstrated coaching and mentoring skills to raise business acumen and improve performance management

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 $167,300 - USD $204,500

Zone B: USD $155,600 - USD $190,200

Zone C: USD $147,200 - USD $180,000

Zone D: USD $138,900 - USD $169,700

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.

Full-time employee benefits include the following:

• Health Savings Account and Flexible Spending Account
• Paid Life insurance, AD&D, and disability benefits
• Healthcare coverage (Medical, Vision and Dental insurance)
• Paid parental and caregiving leave
• Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance
• Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees)
• Retirement Plans including company match
• Employee Stock Purchase Program
• Additional Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources
• Paid time off (including 12 paid holidays)
• Learning and Development resources

These benefits are further detailed in Block's policies. 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.