Lending Operations Team Lead, Cash App

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 50+ 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.

The Role

Cash App’s Lending Support team is building a unified Tier 2 operation focused on fast, effective, and high-quality resolution across all customer channels. As a Voice Channel Support Lead, you will manage a team of escalation specialists who resolve complex customer issues in real time, support frontline Advocates, and drive improvements in service, quality, and operational coordination.

This role combines people leadership, operational execution, and cross-channel expertise. You will oversee daily support queues while contributing to strategic initiatives in training, workflow optimization, tool usability, and performance insights. Your work will directly influence CSAT, escalation efficiency, and overall customer experience across Cash App.

You will report into the Cash Lending Support leadership structure and partner with Group and Channel Leads across People and Culture, Performance and Quality, Operations and Enablement, and Customer Experience.

You Will

• Lead a multi-channel support team that handles voice, email, and message-based escalations with a focus on resolution speed, service quality, and customer satisfaction
• Manage real-time operations across all queues including SLA adherence, concurrency standards, FIFO handling, and documentation compliance
• Coach and develop team members through structured feedback, performance conversations, and growth planning
• Analyze metrics such as SLAs, interaction time, complaint volume, and abandon rates to identify trends and drive improvements
• Partner with strategic Pod Leads and cross-functional teams to support broader operational and tooling initiatives
• Ensure compliance with all complaints-handling procedures while supporting audit readiness and quality standards
• Contribute to key objectives such as reducing escalation volume, increasing CSAT, and improving average wait times
• Participate in working groups, feedback loops, and process improvement efforts to strengthen team efficiency and the customer experience

You Have

• 2 or more years of experience leading support teams in real-time, high-volume, or regulated environments
• Proven success managing operations across voice, email, and chat channels with a focus on performance and service excellence
• Strong ability to interpret and act on support metrics to improve quality, reduce escalations, and coach effectively
• Familiarity with Tier 2 customer support, complaints, or escalation-level case handling, including compliance considerations
• Excellent communication and collaboration skills across multiple stakeholders and functions
• High standards for documentation, queue hygiene, and consistency in service delivery
• Ability to lead through change, prioritize during ambiguity, and maintain focus under pressure
• Even Better:
  
  • Experience working within the Cash App ecosystem or similar fintech environment
  • Familiarity with case management, QA, and customer feedback tooling such as Salesforce, Looker, or internal platforms
  • Background in risk operations, complaint resolution programs, or regulated support processes
  • Passion for people development, operational clarity, and creating strong team cultures

More About Cash App Lending

The Cash Lending Support team plays a vital role in protecting customer trust and empowering advocates to succeed. We handle complex issues with precision and care, focusing on fast response times, consistent resolution standards, and customer-first outcomes. We are building a Tier 2 support experience that connects operational excellence with a human touch.

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equa