Product Designer, Support – Channels

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

The Support team’s overall goal is to build lasting trust with customers by making it easier for them to solve more of their problems. We’re a service-oriented team that prioritizes the connection between the customer and advocate, and we design tools and interactions that deliver accessible, easy-to-use messaging and voice channel experiences. 

As a product designer on the Support Channels team, you’ll work closely with partners on product management, engineering, data analytics, research, and content design to craft experiences that empower customers to intuitively and efficiently resolve issues. This team designs support experiences across mobile and web, and you’ll enhance the user journey by weaving together touchpoints that reduce effort of resolution.

Our product designers are empowered to take a product, feature, or experience from ideation to production. This includes vision setting, designing solutions, prototyping, bringing along cross-functional teams, overseeing implementation, and collaborating with other designers, researchers, product managers, analysts, and engineers. You’ll be a valued member of the team to take our customers’ pain points and translate them into helpful, enjoyable experiences. 

You will report to the Product Design Manager, Support. This position is full-time and available for Remote.

In this role you will:

• Contribute to defining our support experience, making it easier for customers to get help when they need it (and find ways to prevent support issues in the first place!) 
• Be involved in every aspect of creating the support experience, from brainstorming the next great product innovation, contributing high-level strategic decisions, to prototyping new features
• Utilize your full range of product design, interaction design, creative thinking, and visual design skills. 
• Lead work driving fundamental concepts across mobile and web clients
• Give and solicit feedback from other designers in order to continually raise our bar for quality

Qualifications

You Have:

• 5+ years of experience as a Product Designer
• Experience working on projects that build trust with customers
• Previous work experience in a consumer-focused tech organization
• Experience in being a strategic partner to product teams and idea forming
• A passion for turning complex problems into simple and engaging solutions
• Strong written and verbal communication skills, and can clearly & succinctly present concepts to the broader product and design team.
• An innate understanding of the end-to-end design process - from identifying customer needs, jobs-to-be-done and pain points to delivering exceptional customer experiences
• Strong systems thinker with the ability to connect the dots across the entire customer ecosystem both on and off our products
• Outstanding UX capabilities, strong visual design competency, and product thinking for mobile-centric experiences
• The ability to apply consumer insights and metrics to inform design decisions and influence the product roadmap
• Comfort with an iterative design process that includes accepting and acting on feedback
• Competence in creating interactive prototypes and working within common design tools
• Strong collaboration and self-management skills

Please submit a deck or portfolio of work with your application that showcases your design process from exploratory stages through execution. If your portfolio site requires a password, please provide us with it in your application or on your resume. Thank you!

Additional Information

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S