Head of Customer Success, Cash App

  • Atlanta, GA
  • Full-time
  • Alternate Location: Philadelphia, 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 are seeking a highly motivated, deeply experienced and resourceful leader to design, inspire, lead and scale our multi-channel Customer Success organization for Cash App and create the future vision of how we’ll serve customers. You will influence and inspire a team of passionate customer advocates and their leaders, coaching them to success while you help dream up and build out a world class operation. You will define how Cash App will optimize all Success channels, including in-app messaging and phone, while developing and reinforcing Cash App’s team culture, driving customer happiness, and promoting employee success and supporting career progression. 

In this role, you will serve as a cross-functional leader inside the company, working with product, engineering, design, business development, marketing, and finance to drive a culture of customer-first supportability.  You’ll manage the operations of the Customer Success team to ensure we achieve Cash App’s most important strategic priorities and underpin our obsession with customer focus and mindset. You will set, track, manage and evolve our operational Key Performance Indicators (KPIs) weekly, quarterly and overall, and act as an advocate and leader for our front-line team members, interacting with training, recruiting, analytics, workforce management, Voice of the Customer (VoC), and engineering and technology teams who are critical to making our customers successful.

 The right candidate for this role will demonstrate success by: 

  • Utilizing deep product and industry knowledge to implement and improve on best practices while serving as a strong cross-functional leader and advocacy role model for support

  • Coaching and mentoring team members with a focus on professional development and upstream, preventative, future-proof thinking

  • Driving improvements in customer satisfaction across channels by understanding the struggle and support needs of our customers and how our teams can best respond

  • Owning the efficiency and quality balance of the Customer Success operation, smartly investing in both, while incorporating cost considerations, to help maximize our investments in our people and build our talent for the future 

  • Developing and managing the metrics to measure the growth, performance and impact of the team, and set goals and provide progress updates

  • Treating the Customer Success operation as a product at Cash App, innovating, experimenting and iterating on the customer experience

  • Developing and leading end-to-end holistic project plans and ensuring on-time delivery of critical customer success initiatives

  • Gathering and synthesizing relevant data, suggesting improvements in the tools, approaches, processes, and techniques to help scale the team

  • Scaling the Customer Success team by capitalizing on opportunities for increased effectiveness and efficiency, driving productivity and quality initiatives and working tirelessly to empower the front-line advocates

Qualifications

You Have:

  • 15+ years of relevant CS operations work experience, with 10+ years of multi-tier (managing managers) people management experience required at companies with significant scale

  • Past product and/or project management experience and deep background scaling complex operations from inception to hundreds of team members, particularly within a technology company

  • Experience creating, building, optimizing B2C Customer Success operations, particularly in a fast-paced startup or tech environment, and experience with leading partner (BPO) teams to achievements equivalent to internal teams 

  • The ability to effectively influence and communicate cross-functionally throughout an entire organization and excellent written and verbal communication skills

  • Creative problem-solving abilities and expertise in balancing and articulating trade-offs at scale

  • A passion for consumer financial services and ensuring an outstanding customer experience

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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