Voice of the Customer Specialist- Lending

  • San Francisco, CA
  • 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 a highly motivated and resourceful individual to join the Voice Of The Customer team at Cash App! As a VOC Specialist, you will be an essential link between Customer Operations and the product teams building features used by millions of customers. This role supports the team behind Cash App’s new personal loan feature, known as Borrow. You’ll support their work by analyzing contact drivers, resolving customer problems, and providing valuable input as we grow this new area of our business and make personal lending available to millions of Cash App customers. This job is fast-paced, cross-functional, and requires strong communication, prioritization and organization skills. Applied experience with analytics and reporting is a must, and the ideal candidate has a deep understanding of how product development and support teams can effectively collaborate to deliver an amazing customer experience.

You will:

  • Represent the customer perspective to the teams behind Cash App’s consumer lending product, with a focus on 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 deliver the best possible customer experience, using both data and qualitative analysis to inform your perspective

  • Analyze and synthesize data from multiple sources, including support contact drivers, product analytics, and sentiment analysis, in order to tell a complete story about the problems our customers are experiencing

  • Surface key metrics and trends to stakeholders, leveraging 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 Customer Operations teams to ensure readiness for changes to the app, including bug fixes, experience improvements, and new 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/etc.)

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

    • Bug-tracking/project management tools (JIRA)

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

  • Previous professional experience with international banking/fintech, especially in the lending space

  • 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.