Voice Of The Customer Specialist, Fraud & Risk - Cash App

  • San Francisco, CA, USA
  • 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 will support the Customer Health workstream, which focuses on addressing fraud, scams, and other abuse on our platform in order to protect our customers and our business. You’ll support their work by analyzing contact drivers, resolving customer problems, and providing valuable insight into the customer experience. This job is fast-paced, cross-functional, and requires strong communication, prioritization, and organization skills. Applied experience with analytics and reporting is a must; the ideal candidate has experience in fintech/banking as well as 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, with a focus on addressing fraud, scams, and abuse 

 

  • Lead the investigation, prioritization, and resolution of customer problems, proposing solutions and process improvements along the way 

 

  • Surface key metrics and trends to stakeholders, leveraging your expertise to call attention to the most important problems and themes

 

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

 

  • Influence product and engineering decision-makers to deliver the best possible customer experience, using both data and qualitative analysis to inform your perspective

 

  • Collaborate directly with customer-facing and internal support teams to understand problems, envision solutions, and prepare for changes

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)

 

  • Experience working with customer-facing support systems such as in-app help centers, customer case & form submission flows, and zero-contact resolution/self-help features 

 

  • Preferred professional experience in finance and/or fintech, especially in the fraud/risk space

 

  • 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.