Social Response Team Lead, 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, 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. This is our mission, and it’s why working at Cash App means so much more than a job.

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

We’re looking for an outstanding Social Response Lead to help continue the success and growth of our Social Support team. 

As Cash App’s Social Response Lead, you’ll work within the Cash Customer Operations org to execute and improve Social strategy by leading our team of talented Social Response Specialists through the work of supporting customers via popular social media channels and app reviews. When things go wrong, you’ll also play a front-line role in organizing and executing on our incident response strategy to ensure proper communication to affected customers.

 

You will:

• Be a strong, supportive people lead for our team of Social Response Specialists and drive strategy for the broader Social Support team. You’ll resolve escalations, set KPIs, refine processes, and provide regular coaching and feedback to help facilitate and further your direct reports’ career growth.

• Ensure that customers who reach out to us on social media for help have the best experience possible. You’ll partner with our Customer Operations team to develop standards for measuring quality, and with our Product, Engineering, and Marketing & Brand teams to ensure our work is meeting their expectations.

• Take an immediate, active role in our incident response strategy, and partner with Engineering, Legal, Social Media and Comms during an incident to ensure effective communication for affected customers.

• Identify and communicate trends in social and app review data for all products, and partner with our Product Insights team to ensure trends are properly bubbled up to Product teams.

• Further expand and improve on our social support strategy and channel coverage. You’ll identify what is and isn’t working, and make changes appropriately. Be ready and willing to experiment with new channels and strategies.

Qualifications

You have:

• 2+ years of experience leading customer facing social teams

• At least 2-4 years of full-time work experience in Social Media, Marketing, or similar

• Experience and comfort communicating in the public sphere, on behalf of a well-known, public brand. This requires ability to maintain confidentiality, keep customer and company information secure, as well as exercise strong judgement and professionalism at all times

• Strong written communication skills, with the ability to explain complicated product and policy concepts in simple, jargon-free language using Cash App’s voice

• A proactive nature, a sense of urgency, and a high degree of motivation to go above and beyond to meet the needs of our customers

• Willingness to work flexible hours as necessary, which can include a mix of weekends, mornings, evenings, and/or holidays, if needed

• A creative approach to problem solving, the ability to thrive in a fast-paced, rapidly changing environment, and a sense of humor (because, hi, it’s the internet)

• Ability to remain calm under pressure and make decisions on the fly using data points and trends

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 job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

Zone A: USD $85,900 - USD $104,900
Zone B: USD $79,800 - USD $97,600
Zone C: USD $73,000 - USD $89,200
Zone D: USD $64,400 - USD $78,800

To find a location’s zone designation, please refer to this