Social Media Support Manager

  • Philadelphia, PA, USA
  • Full-time
  • Alternate Location: Atlanta, United States

Company Description

It all started with an idea at Square in 2013. 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, bringing a better way to send, spend, invest, and save to our millions of monthly active users. We want to make the world’s relationship with money more relatable, instantly available, and universally accessible. This is our mission, and it’s why working at Cash App means so much more than a job.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward creativity, collaboration and impact. We’ve been a distributed team since day one, and we’ve got offices and remote teammates across the globe. Our offices are great, but many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

Check out our locations, benefits, and more at cash.app/careers to learn more!

Job Description

We’re looking for an outstanding Social Response Lead to help continue the success and growth of our Social Support team. 

As Cash App’s Social Response Lead, you’ll work within the Cash Customer Operations org to execute and improve Social strategy by leading our team of talented Social Response Specialists through the work of supporting customers via popular social media channels and app reviews. When things go wrong, you’ll also play a front-line role in organizing and executing on our incident response strategy to ensure proper communication to affected customers.

You will:

  • Be a strong, supportive people lead for our team of Social Response Specialists and drive strategy for the broader Social Support team. You’ll resolve escalations, set KPIs, refine processes, and provide regular coaching and feedback to help facilitate and further your direct reports’ career growth.

  • Ensure that customers who reach out to us on social media for help have the best experience possible. You’ll partner with our Customer Operations team to develop standards for measuring quality, and with our Product, Engineering, and Marketing & Brand teams to ensure our work is meeting their expectations.

  • Take an immediate, active role in our incident response strategy, and partner with Engineering, Legal, Social Media and Comms during an incident to ensure effective communication for affected customers.

  • Identify and communicate trends in social and app review data for all products, and partner with our Product Insights team to ensure trends are properly bubbled up to Product teams.

  • Further expand and improve on our social support strategy and channel coverage. You’ll identify what is and isn’t working, and make changes appropriately. Be ready and willing to experiment with new channels and strategies.

Qualifications

You have:

  • At least 3-5 years of full-time work experience in Social Media, Marketing, or similar, with at least 2+ years experience in managing a team of individual contributors

  • Experience and comfort communicating in the public sphere, on behalf of a well-known, public brand. This requires ability to maintain confidentiality, keep customer and company information secure, as well as exercise strong judgement and professionalism at all times

  • Strong written communication skills, with the ability to explain complicated product and policy concepts in simple, jargon-free language using Cash App’s voice

  • A proactive nature, a sense of urgency, and a high degree of motivation to go above and beyond to meet the needs of our customers

  • Willingness to work flexible hours as necessary, which can include a mix of weekends, mornings, evenings, and/or holidays, if needed

  • A creative approach to problem solving, the ability to thrive in a fast-paced, rapidly changing environment, and a sense of humor (because, hi, it’s the internet)

  • Ability to remain calm under pressure and make decisions on the fly using data points and trends

Even better:

  • Knowledge of Cash App and prior experience in the FinTech industry

  • Experience with Sprinklr Social Media Management tools

  • Working knowledge of data collection & manipulation tools, including: Excel, Looker, Salesforce reporting, and SQL.

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.

Square, Inc. (NYSE: SQ) builds tools to empower businesses and individuals to participate in the economy. Sellers use Square to reach buyers online and in person, manage their business, and access financing. Individuals use Cash App to spend, send, store, and invest money. And TIDAL is a global music and entertainment platform that expands Square's purpose of economic empowerment to artists. Square, Inc. has offices in the United States, Canada, Japan, Australia, Ireland, Spain, Norway, and the UK.

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