Senior Advanced Support Manager, 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/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

As a part of this role, you will be responsible for creating and leading our Advanced Support operations team in Cash Customer Operations. Your primary duty will be to manage a team that handles customer escalations in real-time and collaborate with Cash Customer Operations to ensure that all customers receive quality support. Additionally, you will need to devise both short and long-term strategies to minimize escalations by providing relevant data, recommendations, and corrective action plans to CCO Leadership.

What you’ll be accountable for

Scaling a New Department:

• Use deep product and industry knowledge, gather and summarize relevant data, and 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.
• Determine the right organizational structure and processes for our Advanced Support function 

Cross-functional Stakeholders:

• Act as liaison between Advanced Support and CCO to satisfy all corrective actions necessary 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, organizations, outside partners, and project leaders/teams

Operations + Compliance:

• 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.
• 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 the volume of internal escalations and external complaint escalations via corrective action
• Partner closely with frontline support Senior Leadership team to ensure alignment between front-line support and Advanced Support

Leadership and Development:

• Create and 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.
• 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 Cash App.
• Mentor team members and other leaders by providing learning opportunities that follow development plans and our goals.

Qualifications

• 6+ years of leadership experience in Customer Operations, preferably in a real-time support capacity
• 6+ years of leading managers and proven experience with building and scaling customer support operations in a dynamic, fast-paced retail, restaurant, startup or tech environment
• Strong presentation skills with the ability to articulate complex problems and solutions through concise and clear messaging
• Past product and project management experience is a plus
• Excellent written, verbal and analytical skills
• Ability to work collaboratively with internal and external partners in other functional units; ability to navigate a complex organization; to influence and lead people across cultures at a senior level