Voice Of The Customer Team Lead, Cash App

  • San Francisco, CA, USA
  • Employees can work remotely
  • 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

The Voice of the Customer team quantifies and resolves customer issues across the business. As a VOC Lead, you will lead a team of VOC Specialists, supporting a set of related Cash App features. You and your team will take a data-driven approach to identifying our customers’ biggest pain points, and partner directly with Product, Engineering, and Operations leaders to address them. This role reports to the Voice Of The Customer Lead, and sits within Cash Customer Operations.
 

You will: 

  • Manage your team’s workload and priorities, empowering them to quantify and resolve customer issues effectively

  • Use data to understand customer problems, and to measure the impact of your team’s work 

  • Mentor and develop the individuals on your team, including their skills and performance in-role as well as their career progression

  • Take point on setting and achieving team and individual goals

  • Invest in partnerships with leaders in Product, Engineering, Operations, and other teams across the business to address the root causes of customer problems remove obstacles for your team 

  • Be an expert resource on the functionality of the features and systems your team supports, including the customer support experience

  • Collaborate with the VOC Lead and your peers to scale and sustain the VOC organization to meet the needs of Cash App and Cash Customer Operations

Qualifications

  • 2+ years experience in a leadership role as part of a support operations team, preferably including partnership with product/engineering teams 

  • 4+ years experience and demonstrable expertise with all of the following:

    • Analytics & reporting tools (SQL/Tableau/Looker)

    • Issue-tracking & project management software (Jira/Trello)

    • Large-scale CRMs (Salesforce/Zendesk)

  • Strong understanding of customer support operations & software product development 

  • Strong cross-functional communication and prioritization skills

  • Proven ability to hire and develop talent

  • Experience in a Voice of the Customer role preferred 

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. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page

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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