Head of Cash App Advanced Support

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 50+ 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.

The Role

In this role, you'll build and lead our Advanced Support Escalations function in support of our Cash frontline customer support team. You will be running an operational organization that handles intake and response of real-time escalations, partnering with Cash Customer Operations to ensure representatives are providing adequate support, and delivering high quality customer experiences in our most challenging areas. You will be responsible for long-term strategy, including initiatives to reduce escalations by providing CS Leadership with data and corrective action plans.

You Will

Operations:

• Design, develop, deliver and maintain best-in-class real-time escalations support function, policies and practices for Cash App. 
• Lead initiatives and manage high-impact special project work with a results-driven focus to deliver solutions, including implementation of new/existing Complaints Program requirements into Escalations function
• Be a voice of the customer by identifying trends, issues, and suggesting improvements to processes, policies, and products including recommending tooling and data improvements to decrease volume of escalations via corrective action, partnering with other Cash App teams, including Risk and Cash Customer Operations, to prevent and detect incorrect or non-compliant escalations
• Partner closely with the Voice Senior Leadership team to ensure alignment between Voice and MET

Cross-functional Stakeholders:

• Act as liaison between teams to remediate operational root causes of escalations
• Provide timely communication of relevant data to business leaders for decision making.
• Establish and maintain effective communications and relationships across multiple areas, orgs, outside partners and project leaders/teams

Leadership and Development:

• Communicate an inspiring vision and sense of purpose, helping leads and team members understand the connection between their work and the end goal.
• Build constructive relationships with all team members up, down, sideways, inside, and outside of Square.
• Mentor team members and other leaders by providing learning opportunities that are following development plans and our goals.
• Assess metrics to measure the growth and performance of the team, providing insights and reports. Use these metrics and assessments to improve team performance through behavioral coaching.

Scaling a New Department:

• Determine the right org structure and processes for our Advanced Support Escalations function 
• Use deep product and industry knowledge, gather and summarize relevant data, suggest improvements in the tools, and techniques to help scale the team while serving as a cross-functional leader.
• Build a new standard for support in payments and commerce-related products by managing and driving improvements in customer satisfaction, productivity, Service level agreements, etc.
• See the opportunity in every challenge and develop structured plans to create solutions to essential support projects to help scale the team.

You Have

• 3+ years of leadership experience in regulated complaints/compliance functions, preferred
• 10+ years of leadership experience in Customer Operations, preferably in real-time escalation support capacity
• 10+ years of direct leadership / people management experience, preferably leading supervisors / managers
• Experience building and scaling customer support operations, in a dynamic, fast-paced retail, restaurant, startup or tech environment
• Past product and project management experience a plus
• Excellent written, verbal and analytical skills
• Strong presentation skills with the ability to articulate complex problems and solutions through concise an