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

• 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 

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, veteran status, 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, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD54566975, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD54566975 is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.