Voice of the Customer 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 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

We are looking for highly motivated and resourceful individuals to join the Voice Of The Customer (VOC) team at Cash App! As a Voice Of The Customer Specialist, you will act as a key touchpoint between Customer Operations and a given product workstream, such as peer-to-peer payments, banking, or investing. You’ll resolve customer and advocate pain points by embedding with your product team and working directly with disciplines like product management, engineering, and data science, as well as cross-functionally within Customer Operations. The role requires strong communication, prioritization and organization skills, experience with analytics and reporting, and a deep understanding of how product development and support teams can effectively collaborate to deliver an amazing customer experience. 

You will:

  • Represent the voice of the customer to internal stakeholders and decision-makers, including Product Management, Engineering, Design, Legal and Marketing

  • Cultivate strong partnerships with functional leaders as an embedded member of a product workstream in order to facilitate two-way communication about customer and advocate pain points 

  • Partner with Product Management to set meaningful, customer-focused OKRs in order to improve the product experience and scale our support operations 

  • Become a subject matter expert in your product workstream; both the user experience as well as the support experience

  • Triage, document, and prioritize customer pain points to fix bugs, improve support tooling, and close process gaps

  • Directly influence product and engineering decision-makers to deliver the best possible product quality and user experience in a data-driven and highly actionable manner

  • Analyze and synthesize data from multiple sources, including support contact drivers, product analytics, and sentiment analysis, to characterize issues and create complete solutions that scale with our business

  • Enable product health and performance by reporting on key metrics and trends

  • Collaborate with Customer Operations teams to understand issues and envision solutions

  • Partner effectively with the Knowledge Operations team to document customer issues and solutions, broadcast wins to the organization, set expectations, and provide context about when issues will be fixed

Qualifications

You have:

  • 4+ years professional experience, working directly with product/engineering in a VOC or similar role as part of a support operations team

  • 4+ years experience and demonstrable expertise with 

    • CRM software (Salesforce/Zendesk/etc.)

    • Analytics/reporting tools (Tableau/Looker/etc)

    • Bug-tracking/project management tools (JIRA)

  • Strong emotional intelligence and communication skills

  • Ability to self-prioritize and work independently, as well as collectively, in a dynamic environment across teams and disciplines 

  • Experience in banking/finance/fintech preferred

  • BA/BS 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.