Customer Success Advocate - Lending

  • Salt Lake City, UT, USA
  • Full-time

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

Cash App knows that great customer support is provided by both people and products. We are looking for a highly motivated and resourceful person who is dedicated to providing world-class support by exceeding expectations through each interaction with Cash App customers. This individual will focus primarily on our newest Lending product. In this role, you will provide support to Cash App customers with Lending questions/needs and become a leader in all inquiries Lending related. You will use your proximity to customers to identify issues to improve the customer experience. You are a fiercely loyal advocate for our customers, a creative problem-solver, and a collaborative team member. You are energized by working with people, while still being a strong independent worker. Successful advocates quickly become experts on Cash App Lending and have an opportunity to impact the product roadmap and customer experience on a small, nimble team.

You will:

  • Effectively solve customer Lending inquiries via email communication

  • Hold a high bar for Support when owning customer interactions

  • Identify, document and follow up with support teams on product bugs and features

  • Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies and products

  • Recognize errors and draft improvements to content in the external Support Center and internal documentation

  • Collaborate with members of other teams to root out answers and be a resource to teammates

  • Report to a Customer Success Lead

Schedule: Tuesday - Saturday 8 AM - 5 PM

Qualifications

You have:

  • 1+ years of professional experience with either a financial institution or payment provider preferred

  • Enjoy working in a fast-paced and rapidly changing start-up environment with the ability to quickly adapt to new situations and think on your feet

  • Experience in direct customer or client-facing roles

  • Genuine curiosity about people and business, while possessing the ability to inspire passion in others

  • Coachable mindset, interested in implementing feedback, and dedicated to continuous personal improvement

  • Comfort with ambiguity and resilient when facing rapid change

  • Excellent organizational and time-management skills

  • A desire to help people and improve the customer experience

  • A passion for Cash App and customers engaging with our platform

  • The ability to multi-task by navigating systems applications while driving resolutions with customers by phone support

  • An ability to work weekends as part of a rotating schedule; working-hours flexibility

  • An ability to work public holidays as needed

Additional Information

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.

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