Concierge Support Advocate, Cash App

  • St. Louis, MO
  • 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 knows that great customer support is provided by both people and products. We are seeking highly motivated and resourceful individuals who are dedicated to providing world-class support to both our internal and external customers.

The Concierge team provides a consistent, yet an unmatched experience for all Cash VIP customers through deep research, excellent soft skills, and the versatility to connect with customers in the channel of their choice. Cash Concierge is not just white-glove customer support for famous Cash App customers, the team is also home to a number of different workflows that touch many different parts of the Cash App business, including providing legal support to Squares Regulatory and Litigation teams. 

The Concierge team also collaborates with teams such as Press for media inquiries, Risk ops for deep dive investigations, Engineering and Product to solve complex issues that don’t have standard responses but require deep product knowledge and research. The team exercises great judgment to come up with solutions that are in the best interests of the customer and the business. The ideal candidate has a passion for Cash App and the customers engaging with our platform.

Responsibilities:

  • Represent the Cash App brand with our VIPs, knowing that your interactions with them may become public-facing on social media and can have a direct impact on our brand.

  • Escalate/partner as necessary with groups such as Comms for press inquiries, Legal for regulatory issues, Product and Engineering, etc..

  • Solve problems quickly and efficiently, delivering correct information in a fun yet professional manner and with a high degree of empathy.

  • Handle issues that arrive via snail mail, executive escalations, employees being contacted on LinkedIn, semaphore, or other platforms.

  • Assist customers with their issues via their preferred contact channel (phone, SMS, email, snail mail.)

  • Manage new and existing workflows, acting as the DRI for all correspondence with partnering teams and workflow changes.

Qualifications

  • Excellent communication skills, including grammatically correct speech and written correspondence.

  • Ability to work in collaboration with peers, adjacent departments, and management.

  • Independently handle multiple, conflicting priorities successfully and professionally.

  • Interpret and apply information while troubleshooting 

  • Creative problem solving with strong analytical skills.

  • Superb attention to detail and customer-centricity.

  • Ability to quickly adapt to new situations and think on your feet; quickly make independent and principled decisions when necessary.

  • Has a desire to help people and improve the customer experience with a firm understanding of the regulatory, legal, and other guidelines in place that guide our interactions.

Requirements:

  • BA/BS degree or 2+ years in equivalent practical experience in customer-facing role; financial services or banking industry experience is a plus.

Bonus:

  • Previous Salesforce experience

  • Previous experience handling formal complaints; i.e BBB, CFPB, Regulatory inquiries, etc..

 

Must be flexible with schedule and have the ability to work non-traditional shifts, including evenings and weekends, as well as some holidays based on business needs.

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.