Customer Success Advocate, Cash App
- Full-time
Company Description
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.
Job Description
Cash App knows that great customer support is provided by both people and products. We are looking for a highly motivated and resourceful person who is dedicated to providing world-class support by exceeding expectations through each interaction with Cash App customers. They will use their proximity to customers to identify issues to improve the customer experience. You are a fiercely loyal advocate for our customers, a creative problem-solver, and a collaborative team member. You are energized by working with people, while still being a strong independent worker.
You will:
- Effectively solve customer inquiries by phone, SMS and email using a CRM tool
- Hold a high bar for Support when owning customer interactions
- Identify, document and follow up with engineers on product bugs and features
- Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies and products
- Recognize errors and draft improvements to content in the external Support Center and internal documentation
- Collaborate with members of other teams to root out answers and be a resource to teammates
- Report to a Customer Success Lead
Qualifications
You have:
- Experience in direct customer or client-facing roles
- Genuine curiosity about people and business, while possessing the ability to inspire passion in others
- Coachable mindset, interested in implementing feedback, and dedicated to continuous personal improvement
- Comfort with ambiguity and resilient when facing rapid change
- Excellent organizational and time-management skills
- A desire to help people and improve the customer experience
- A passion for Cash App and customers engaging with our platform
- The ability to multi-task by navigating systems applications while driving resolutions with customers by phone support
- An ability to work weekends as part of a rotating schedule; working-hours flexibility
- An ability to work public holidays as needed
This is an hourly position starting at $22.64 an hour. The schedule is Tuesday through Saturday, 8am to 5pm.
Start date for this position is January 27th, 2020.
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. Perks At Square, we want you to be well and thrive. Our global benefits package includes: Healthcare coverage, Retirement Plans, Employee Stock Purchase Program, Meal reimbursements, Wellness perks, Paid parental leave, Flexible time off, Learning and Development resources