Social Support Specialist, Cash App

  • San Francisco, CA
  • Full-time

Company Description

Cash App is the fastest growing financial brand in the world. Built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to the world's most dynamic money app.

Loved by customers and by pop culture, we've held the #1 spot in finance on the App Store for almost two years. We've even stolen the #1 overall spot from Facebook, YouTube, Instagram, and Snapchat.

Headquartered in SF with offices in New York, St. Louis, Melbourne, Atlanta, and Kitchener Waterloo, Cash App is bringing a better way to send, spend, and save to anyone who has ever sought an alternative to today's banking system.

Job Description

Squares Community Team believes in the power of bringing people together to share experiences, collaborate on new ideas, solve problems, and ultimately improve lives. In this role, youll work to execute on this vision by providing thoughtful, accurate, and timely responses on Twitter and Facebook, as well as on our review channels, for the Cash App brand. Youll partner with internal teams to ensure any product outages are communicated both internally and externally with urgency and care. Youll also champion Cash App customer needs internally, and raise any trending issues.

Responsibilities:

  • Ensure customer questions and issues that appear on Twitter, Instagram, Facebook, and in App Store/ Google Play Store reviews have a clear, accurate, and empathetic response that reflects positively on both the Square and Cash App brands.

  • Pay close attention to trending topics each day, and flag conversations that feel like they could spiral from a brand or support perspective (e.g.: a potential bug or outage, a complaint from a verified account, etc.)

  • In the event of a major service disruption, help manage customer response on social channels.

Qualifications

  • 2+ years of written experience on communicating in the public sphere, on behalf of a well-known, public brand. This requires the 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 Squares 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 sellers.

  • A creative approach to problem solving, and a sense of humor (because, hi, its the internet).

  • Bachelor's Degree in Journalism, Communication or Marketing strongly preferred.

Additional Information

At Square, our purpose is to empower – within and outside of our walls. In order to build the best tools for the businesses and customers we support all over the world, we have to start at home with a workforce as diverse and empowered as our sellers. To this end, we take great care to evaluate all employees and job applicants equally, based on merit, competence, and qualifications. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage candidates from all backgrounds to apply and always consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.