Customer Operations Site Lead, Cash App
- St. Louis, MO
We believe the economy is better when everyone has access. When everyone has room to grow. No one should be left out because the cost is too great or the technology too complex. We started with a little white credit card reader but haven’t stopped there. We’re empowering the independent electrician to send invoices, setting up the favorite food truck with a delivery option, helping the ice cream shop pay its employees, and giving the burgeoning coffee chain capital for a second, third, and fourth location. We’re here to help sellers of all sizes start, run, and grow their business—and helping them grow their business is good business for everyone.
We are seeking a highly motivated, experienced and resourceful individual to create, inspire, lead and scale a full-service customer support operational site for the Cash App Customer Success team. You will not only lead a team of passionate customer advocates, but you will also dream up and build out a world class operation - optimizing all Success channels including direct messaging, social channels and phone - while developing and reinforcing Cash team culture, driving customer happiness, and promoting employee success and career progression.
In this role, you will serve as a cross-functional leader inside the company, working with product, engineering, design, business development, marketing, and finance to drive a culture of customer-first supportability. You'll manage the operations of the Customer Success team to ensure we achieve Cash Apps most important strategic priorities and underpin our obsession with the customer focus and mindset. You will set, track and manage the sites Key Performance Indicators (KPIs) weekly and develop front-line, training, recruiting, analytics, workforce management, Voice of the Customer (VoC) and other teams focused around making our customers successful.
*Open to locations: St. Louis, MO & Portland, OR
Utilize deep product and industry knowledge to implement and improve on best practices while serving as a strong cross-functional leader and advocacy role model for the site
Coach and mentor team members with a focus on professional development and upstream and preventative thinking
Drive improvements in customer satisfaction across channels by understanding the struggle and support needs of our customers
Own the efficiency of the site operation, smartly balancing quality and cost to maximize investments and talent
Develop and manage the metrics to measure the growth, performance and impact of the team, and set goals and provide progress updates
Treat the Success site operations as a product at Cash, innovating and iterating on the customer experience
Develop and lead end-to-end project plans and ensure on-time delivery of critical customer success initiatives
Gather and synthesize relevant data, suggesting improvements in the tools and techniques to help scale the team
Scale the Success team by capitalizing on opportunities for increased effectiveness and efficiency, driving productivity and quality initiatives and working tirelessly to empower the front-line advocates
A relevant BA/BS degree
10+ years of relevant CS operations work experience, with >5 years of mult-tier (managing managers) people management experience required
Deep past product and/or project management experience and experience scaling complex operations from inception to hundreds of team members
Experience creating, building, optimizing B2C Customer Success operations, particularly in a fast-paced startup or tech environment
The ability to effectively influence and communicate cross-functionally and excellent written and verbal communication skills
Creative problem-solving abilities and expertise in balancing and articulating trade-offs
A passion for consumer financial services and ensuring an outstanding customer experience
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.