Social Response Specialist, Cash App

  • St. Louis, MO, USA
  • 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 a dynamic money app with over 15 million active monthly users.

Loved by customers and by pop culture, we’ve held the #1 spot in finance on the App Store for almost two years, and our social media posts see more engagement in a day than most financial brands see in a year.

With major offices in San Francisco, New York, St. Louis, Portland, Kitchener-Waterloo, and Melbourne, 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

Cash App’s Social Media Support 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, you will work to execute on this vision by providing thoughtful, accurate, and timely responses on Twitter, Instagram, Facebook, and Reddit, as well as on our review channels. This person will partner with internal teams to ensure any product outages are communicated both internally and externally with urgency and care. Also, this person will champion Cash App customer needs internally and raise any trending issues.

Responsibilities: 

  • Ensure customer questions and issues that appear on Twitter, Instagram, Facebook, Reddit, 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 an influencer’s 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 Square’s 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, it’s the internet).

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

Additional Information

Cash App treats all employees and job applicants equally. Every decision is based on merit, qualifications, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will consider for employment qualified applicants with criminal histories in a manner consistent with each office’s corresponding state and city guidelines.