Social Response Specialist, 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.

Cash App’s Social Response team is looking for new Social Response Specialists! Someone in this role would get the opportunity to interact with and assist Cash App customers through Twitter, Facebook, Instagram, Reddit, TikTok, LinkedIn, and other social media channels as we expand. Additional role requirements include outage management, such as updating our Status Page and sharing Cash Customer Operations outage communications, along with various other projects as needed.

If you’re interested in further expanding your written communication, project management, crisis navigation, social media skills, and more, read on!

Attributes:

• Respond to customer mentions directly and passively across our branded social media channels. (Twitter, Facebook, Instagram, Reddit, Tiktok, LinkedIn, and more to come soon!) Assist or escalate to appropriate teams as needed
• Dealing with Paradox: You're flexibleーyou can adapt to any situation that arises on social media and can take action to resolve an issue for a celeb with millions of followers at the drop of a hat
• Communicating with engineers/other CCO teams to drive an outages resolution
• Collaborate with other teams across the organization to compile customer experiences/information in the event of an outage
• Work with Brand/Marketing to respond to and address anything over social media that could have an impact on how Cash App is perceived as a brand.
• Maintaining Composure: You're cool as a cucumber when things get hecticーhave a big outage on your hands? You're not sweatin' it, you've got this
• Share public communications on multiple platforms around the outage quickly and effectively, but also in a clear and concise manner.
• If continuously performing well and meeting KPIs, work with your lead to become involved in projects or initiatives impacting Social, CCO, outage management, content, team recognition, etc
• Interpersonal Savviness: You value cross-functional relationships and can work well across the entire Cash App organization to get the job done
• Navigating Ambiguity: Someone with 400,000 followers has an obscure question about Bitcoin that’s not in Knowledge? No worries, because you know exactly who to contact to figure it out
• Participate in outage management by:

Qualifications

Ability to maintain confidentiality, keep customer and company information secure, as well as exercise strong judgment and professionalism at all times.

• A proactive nature, a sense of urgency, and a high degree of motivation to go above and beyond to meet the needs of our customers
• A creative approach to problem solving, and a sense of humor (because, hi, it’s the internet)
• Strong written communication skills, with the ability to explain complicated product and policy concepts in simple, jargon-free language using Cash App’s voice

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.

Full-time employee benefits include the following:

• Learning and Development resources
• Health Savings Account and Flexible Spending Account
• Retirement Plans including company match
• Paid Life insurance, AD&D, and disability benefits
• Additional Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources
• 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)
• Paid time off (including 12 paid holidays)
• Paid parental and caregiving leave
• Healthcare coverage (Medical, Vision and Dental insurance)
• Employee Stock Purchase Program

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.