Voice of the Customer Specialist: Global Product, Cash App

  • San Francisco, CA
  • Employees can work remotely
  • Full-time

Company Description

Cash App is the fastest growing financial brand in the world. Initially 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 app with over 24 million monthly active users. We are bringing a better way to send, spend, invest, and save to anyone who has ever sought an alternative to the traditional banking system.

Loved by customers and pop culture, we’ve consistently held the top spot for finance in the App Store for many years, seeing more engagement with millions of followers across social media in a day than most brands see in a year. We are building an ecosystem to redefine the world’s relationship with money by making it universally accessible.

We want to hire the best talent regardless of location. Our employment model is distributed, offering the opportunity to collaborate with teams across the world in San Francisco, New York, St. Louis, Portland, Toronto, Kitchener-Waterloo, Sydney, and Melbourne.

Interested in learning more?

Job Description

We are looking for an accomplished Voice Of The Customer specialist to join the team at Cash App! As a VOC Specialist, you will be a link between Customer Operations and the product teams building features used by millions of customers. Our Global Product teams are focused on expanding to new markets and creating an outstanding support experience, and you'll support their work by analyzing contact drivers, resolving customer problems, and providing valuable input during features development. This cross-functional role requires experience with analytics and reporting and an understanding of how product development teams collaborate to provide an amazing customer experience.

 

You Will:

  • Represent the customer perspective to the teams behind Cash App's in-app support and global fiat currency features, with a focus on product quality and scaling support resources
  • Lead the investigation, prioritization, and resolution of customer problems, proposing solutions and process improvements along the way
  • Influence product and engineering decision-makers to provide the best possible customer experience, using data and qualitative analysis to inform your perspective
  • Analyze and summarize data from multiple sources, including support contact drivers, product analytics, and sentiment analysis, to tell a complete story about the problems our customers are experiencing
  • Surface important metrics and trends to partners, using your expertise to call attention to the most important problems Collaborate directly with customer-facing support teams to understand problems and envision solutions
  • Partner with the Knowledge Operations team to ensure readiness for changes to the app, such as bug fixes and feature releases

Qualifications

  • 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)
  • Reporting tools (Tableau/Looker/etc)
  • Bug-tracking/project management tools (JIRA)
  • Previous professional experience with international banking/fintech 
  • Experience with customer-facing support systems 
  • 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 local guidelines.