Senior Customer Success 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

JOB DESCRIPTION

We are looking for an experienced individual to lead a cross-functional team within the Customer Success organization at Cash App. In this role, you are responsible to drive daily performance through your demonstrated business acumen and people leadership. You will lead a Customer Operations team and work directly with WorkForce Management, Quality Assurance and Data teams to ensure operational structure, tools, information and alignment are driving customer satisfaction and happiness, business objectives, and key performance metrics. Additionally, you will act as a liaison by working with learning and development, product, engineering, business development, marketing and finance to improve Square and Cash App’s most important strategic priorities. Your primary focus is to drive performance results through data-driven operational excellence, continuous process and quality improvement and the skill development of your team members as measured through established Objectives and Key Results, Key Performance Indicators and Employee Engagement Surveys. You will report into the Channel Lead for Voice Operations.

You Will:

Operational Efficiency + Strategy

• Measure: Use metrics to assess and measure the results, impact and performance of your team and direct impact on the customer experience.
• Analyze: Use deep product and industry knowledge to gather and summarize relevant data, drive improvements and to scale the team.
• Improve: Build a new standard for support in payments and commerce-related products by managing and driving improvements and performance results in customer satisfaction, productivity, service level agreements, and overall performance.
• Scale: See the opportunity in every challenge and develop structured plans to create solutions to essential support project.

Team Happiness + Development

• Inspire: Communicate an inspiring vision and sense of purpose, helping leads and team members understand the connection between their work and the end goal.
• Connect: Build constructive relationships with all team members up, down, sideways, inside, and outside of Square.
• Grow: Mentor team members and other leaders by providing learning opportunities that are following development plans and our goals.

Demonstrated Competencies

Managing Vision & Purpose - Communicates a compelling and inspired vision or sense of core purpose; talks beyond today; talks about possibilities; is optimistic; creates mileposts and symbols to rally support behind the vision; makes the vision shareable by everyone; can inspire and motivate entire units or organizations.

Business Acumen - Understanding other parts of the business & their vision and priorities. Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.

Managing Complexity - Clearly defines the problem before acting, can see root causes. Explores multiple sources for information. Understands whats relevant, can forsee consequences of different options.

Drive for Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results. Is a subject matter expert, is good at time management & prioritization.

Building Effective Teams- Blends people into teams when needed; creates str