Manager, CCO Customer Contact Center Quality Assurance

  • 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

The Customer Success Manager (CSM), will lead a team of tenured, knowledgeable, and experienced CCO Quality Assurance Specialists who support the Customer Success part of the business. These Specialists provide high-quality and actionable written feedback through case review, meet weekly with Leadership to discuss trends and opportunities across the team, provide in-person feedback through the QA Coaching Program and QA Office Hours, work with Knowledge Operations/Learning & Development to ensure consistency/clarity across all content, meet internally weekly to stay calibrated, and constantly take on ad-hoc projects that support CCO initiatives and individual Advocate development.

You will not only lead this team of amazing Quality Assurance Specialists, but you will also continue to grow and develop the Customer Success Quality Assurance program, strengthen team culture and effectiveness, and foster growth and development within the team. 

What Do Customer Success Managers on Quality Assurance Do?

  • Serve as a source of knowledge for Quality Assurance expectations and processes to the rest of CCO Leadership. 

  • Host CS Leadership meetings to highlight trends and opportunities and promote a strong relationship between QA and CS. 

  • Ensure consistency of scoring across all members of the team by hosting calibration sessions and rubric/scoring deep dives.

  • 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, quality, and team calibration. Provides 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.

  • Treat Quality Assurance as a product at Cash App, improving and iterating on the internal and external customer experiences.

  • 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 Quality Assurance team by capitalizing on opportunities for increased efficiency, driving productivity plans, and maintaining an appropriate headcount as CCO scales. 

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

  • Passion for Cash App and ensuring an outstanding internal and external 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.
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