Since 2019, the Social Response team within the Cash Customer Operations (CCO) organization has provided real-time support to customers reaching out for help through social media. We’re expanding — not just into new channels like TikTok and Instagram, but into new initiatives like engagement and sentiment listening, multi-language support, and more. We want to meet our customers where they’re at and blow them away with the easiest, most intuitive, and memorable customer experience in the industry.

In this role as a Social Expansion Lead, you’ll be the founding member and senior manager of a team that will be responsible for preparing the Social Response channel for growth by piloting and perfecting new processes and systems before launching to the wider team. You will develop repeatable playbooks that will guide the implementation of future social media channels, languages, regions, and new Cash App features and products. In addition, you will hire and lead a team of Specialists (and eventually, their teams) to pilot, perfect, and then implement these new systems, tools, processes, and policies.

 You will:

• Lead the piloting of new initiatives, processes, tools, and avenues for support within your teams, and optimize these initiatives so that they can be implemented within the larger Social team

• Design repeatable playbooks for new areas of business for Social including new regions/languages, new social media platforms, new app features, etc

• Develop and manage the metrics to measure success of new initiatives, set goals and provide progress updates to leadership and partners

• Help determine the best org structure and processes for this new function within the Social team

• Be the point of contact for expansion-related projects and initiatives relating to the Social Response channel

• Regularly review playbooks to identify gaps and opportunities for improvement

• Mentor and develop team members to meet future growth demands

• Identify and interface with key stakeholders from across Cash to ensure efficient design of service models

• Work with your team leads and specialists to design and develop high-quality solutions to achieve the customer/community needs, and Cash App/CCO requirements

You have:

• 3+ years of experience in designing and implementing customer support/success solutions  through social media

• 5+ years of experience leading teams, and managing managers a plus

• Experience in scaling customer operations in dynamic environments, in multiple locales preferred

• Experience and familiarity with a wide range of social media platforms: Instagram, Twitter, TikTok, YouTube, etc

• Ability to work collaboratively with internal and external partners in other functional units; ability to navigate a complex organization; to influence and lead across departments and direct/indirect reporting relationships

• Ability to deal with ambiguity, under pressure and demonstrate resilience, without always having all of the facts and data

• Ability to think and act strategically 

• Strong written and communication skills

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.