Bitcoin Customer Success Manager

  • Portland, OR, USA
  • Full-time
  • Alternate Location: St. Louis, United States

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

The Bitcoin Customer Success Manager will lead a team of tenured, knowledgeable and experienced Bitcoin Customer Success Advocates (CSA’s) who deliver high-quality, front-line external customer support. The Bitcoin advocates support the Bitcoin customer experience through front-line support,  partnering cross-functionally to identify trends that could drive process improvements to enhance customer experience and eliminate friction-causing roadblocks, serve as subject matter experts to internal and external teams and serve as a CCO Advocate representative for the development of internal CS processes and workflows. 

You will not only lead this team of passionate Bitcoin CSA’s, but you will also build excellent operations, strengthen team culture and promote team member success.

What Do Customer Success Managers, CCO Success Do?

  • Coach and mentor team members with a focus on professional development and upstream thinking

  • Develop and measure key performance indicators (KPIs) of team performance in the areas of efficiency, productivity, quality, and success of learning initiatives. Provide reports as needed.

  • Utilize product and industry knowledge to drive results and develop innovative solutions

  • Work cross-functionally within the CCO organization using data to identify trends, promote key initiatives and remove barriers to success.

  • Lead end-to-end project plans and ensure delivery of essential success plans

  • Gather and summarize relevant data, suggesting improvements in the tools and techniques to help scale the team

  • Scale the Bitcoin Success team by capitalizing on opportunities for increased efficiency, driving productivity plans

Qualifications

  • 6+ years of work experience with 3+ years of direct people management experience required

  • Past project management experience

  • Multi-channel leadership experience 

  • Experience building and scaling Customer Success operations

  • The ability to effectively influence and communicate cross-functionally

  • Creative problem-solving abilities

  • Preference for knowledge and passion for Cryptocurrency/ Bitcoin

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.