Advocate Escalation 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.

Job Description

Advocate Escalation Specialists are tenured, knowledgeable, and experienced customer support specialists who serve as subject matter experts delivering high-quality support to front-line advocates across various channels through Live Agent escalations. Our team partners cross-functionally to identify trends that could drive process improvements, solve complex problems, and eliminate friction-causing roadblocks.  As a support team, we strive to provide high-level customer service and drive improvements to enhance the customer experience.

In this role, you will:

• Handle complex Live Agent chat escalations from Cash App’s frontline support team where you take action on customer accounts, provide workflow and knowledge guidance, and act as a subject matter expert
• Develop an in-depth understanding of our platform and internal tooling to provide accurate and comprehensive assistance
• Creatively and resourcefully address complex customer issues
• Responsibly navigate our tools with privileged access, visibility, and permissions
• Continuously provide detailed feedback to advocates and leads, helping streamline and improve our processes and ways of working
• Partner with a variety of cross-functional teams to identify trends that could drive process improvements to continually improve the Cash App experience
• Ensure adherence to all regulatory and compliance standards in the financial industry.
• Take on additional responsibilities as requested  

Qualifications

• Experience in a fast-paced environment working with internal or external customers
• Proven ability to make decisions with limited available information
• Strong organizational, analytical, written, and verbal communication skills
• Demonstrated ability to work cross-functionally and demonstrate strong interpersonal savvy
• Have a passion for problem-solving, coaching, and process improvement
• Excellent time-management and multitasking skills
• 1 or more years of experience in an escalation role preferred
• Flexible availability is required. We are hiring for shifts that will apply for all hours of coverage: 5 AM - 12 AM CT 

Work Environment

• A dedicated workspace free from distractions, noise, and interruptions
• Reliable high-speed internet connectivity

*This role is open to PDX, STL, ATL, PHL, or Remote*

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 $34.43
Zone B: USD $32.02
Zone C: USD $27.89
Zone D: USD $25.82

In addition to the regular hourly rates listed above, this role may be eligible for a shift differential for employees who are scheduled to work weekend (Saturday/Sunday) shifts.

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:

• Healthcare coverage (Medical, Vision and Dental insurance)
• Health Savings Account and Flexible Spending Account
• 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 (including 12 paid