Customer Success Team Lead
- Philadelphia, PA, USA
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!
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.
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
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
We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Square is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.
We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible.
Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.
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.