Customer Success Team Lead

  • Philadelphia, PA, USA
  • Full-time
  • Current Square Employee?: Apply via go/jobs with your Square email.

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 individual to lead members of Cash App’s Customer Success team. You will not only lead a team of passionate Advocates, but you will also build excellent operations - optimizing all Success channels including email, SMS, and phone - all while strengthening team culture, driving customer happiness, and promoting employee success.

You will be a cross-functional liaison working with product, engineering, business development, marketing, and finance to guide Cash App's most important strategic priorities. You will track indicators of performance weekly.

You will:

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

  • Improve customer satisfaction across channels

  • Develop metrics to measure the growth and performance of the team, and provide reports as needed

  • Utilize deep product and industry knowledge

  • Treat Success as a product at Cash App, improving and iterating on the customer experience

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

  • guidance/assistance as appropriate
  • Respond promptly and exercise exceptional communication skills in an effort to optimize each contact
  • Effectively manage cases and communication using Salesforce Service Cloud
  • Utilize strong de-escalation skills to assist customers in need
  • Meet or exceed established service level agreements and guidelines
  • Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes toward enhanced customer satisfaction
  • Understand bank operations, industry trends & best practices, and the rules and regulations that drive the fintech industry



You Have:

  • BA/BS degree or related experience

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

  • Past product or project management experience

  • Experience building and scaling Customer Success operations

  • The ability to effectively influence and communicate cross-functionally

  • Creative problem-solving abilities

  • Passion for Square and ensuring an outstanding customer experience

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.