Support Content Senior Lead, Customer Operations

Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams — People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more — provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block.

About Block Customer Operations

Block is a global technology company with a mission to help more people participate and thrive in the economy. Across our brands, we provide tools that empower businesses, customers, creators, and communities worldwide.

Customer Operations at Block supports every brand in the ecosystem, making sure customers, sellers, shoppers, and artists receive the support they need to succeed. Our global teams deliver trusted service, training, and knowledge that keep our products running smoothly and our customers confident in using them.

We support:

• Square — integrated commerce and financial services for millions of sellers.
• Cash App — financial tools to send, spend, save, invest, and borrow.
• Afterpay & Clearpay — "buy now, pay later" solutions for 24M+ customers and 250K+ retailers worldwide.
• TIDAL — an artist-first music platform that helps creators connect with fans.
• Spiral — open-source projects advancing bitcoin as a tool for economic empowerment.
• Proto — building self-custody wallets and decentralized bitcoin mining solutions.

Our Role in Block

Customer Operations connects all of these brands to the people who use them. Whether supporting a business scaling with Square, a Cash App customer exploring new financial tools, a shopper checking out with Afterpay, or an artist streaming on TIDAL, we help make these experiences work. By supporting every corner of Block, we make sure our brands can continue to grow, adapt, and deliver on their missions.

The Role

The Support Content Operations team ensures that customers and advocates across Square, Afterpay, and Cash App have access to accurate, consistent, and usable knowledge at every touchpoint. Sitting within Customer Operations, this team is responsible for driving the end-to-end content strategy, governance, and execution of support knowledge globally. As Senior Lead, you'll oversee Support Content Leads, set and enforce governance standards, and prepare our knowledge ecosystem for the future of AI and machine learning. Your work will directly impact customer experience, advocate efficiency, and operational scalability.

You Will

• Own the end-to-end content strategy for support knowledge, ensuring it meets operational, regulatory, and customer experience standards.
• Lead and align content operations across multiple brands, managing Support Content Leads to deliver high-quality, scalable content.
• Establish and maintain governance processes to ensure consistency, accuracy, and compliance in all knowledge assets.
• Partner with product, operations, and technology teams to prepare content for future AI and ML integration.
• Drive continuous improvement in content structure, modularity, and usability to support advocate decision-making and customer self-service.
• Stay ahead of emerging trends in content management systems, structured content, and digital support experiences.

You Have

• 6+ years of experience in Knowledge Management, Content Management, or Support Content Operations, with a proven track record of driving measurable improvements in customer or advocate experience.
• 3+ years of experience leading teams of leaders within the support content domain, including managing global or multi-brand content operations.
• Demonstrated ability to own and execute an end-to-end content strategy, from governance and compliance to delivery and measurement at scale.
• Expertise in content governance, structured content methodologies, and content management systems, with the ability to enforce consistency and quality across multiple platforms.
• Demonstrated success in leading BPO partners to deliver consistent, scalable, and high-quality support content operations across geographies.
• Proven experience designing and managing customer experience–focused support content that improves usability, self-service adoption, and overall customer satisfaction.
• Strong experience partnering with cross-functional teams (e.g., product, technology, operations) to align content with business priorities and prepa