Customer Success Advocate, Cash App Lending

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

Cash App knows that great customer support is provided by both people and products. We are looking for a highly motivated and resourceful person who is dedicated to providing world-class support by exceeding expectations through each interaction with Cash App customers. This individual will focus primarily on our newest Lending products. In this role, you will provide support to Cash App customers with Lending questions/needs and become a leader in all inquiries Lending related. You will use your proximity to customers to identify issues to improve the customer experience. You are a fiercely loyal advocate for our customers, a creative problem-solver, and a collaborative team member. You are energized by working with people, while still being a strong independent worker. Successful advocates quickly become experts on Cash App Lending and have an opportunity to impact the product roadmap and customer experience on a small, nimble team.

* This role must sit within the Salt Lake City / Holladay, UT metro area. This is not a remote position. 

What you’ll be accountable for:

• Effectively solve customer Lending inquiries via email communication
• Hold a high bar for Support when owning customer interactions
• Identify, document and follow up with support teams on product bugs and features
• Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies and products
• Recognize errors and draft improvements to content in the external Support Center and internal documentation
• Collaborate with members of other teams to root out answers and be a resource to teammates
• Report to a Customer Success Lead

Qualifications

• 1+ years of professional experience with either a financial institution or payment provider preferred
• Enjoy working in a fast-paced and rapidly changing start-up environment with the ability to quickly adapt to new situations and think on your feet
• Experience in direct customer or client-facing roles
• Genuine curiosity about people and business, while possessing the ability to inspire passion in others
• Coachable mindset, interested in implementing feedback, and dedicated to continuous personal improvement
• Comfort with ambiguity and resilient when facing rapid change
• Excellent organizational and time-management skills
• A desire to help people and improve the customer experience
• A passion for Cash App and customers engaging with our platform
• The ability to multi-task by navigating systems applications while driving resolutions with customers by phone support
• An ability to work weekends as part of a rotating schedule; working-hours flexibility
• An ability to work public holidays as needed

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

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, Visio