Senior Service Design Lead

  • Atlanta, GA, United States
  • Full-time

Company Description

It all started with an idea at Block 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, borrow and save to our millions of monthly active users. With a mission to redefine the world's relationship with money by making it more relatable, instantly available and universally accessible, at Cash App you'll have the opportunity to make a real-world impact with your career.

Today, Cash App has thousands of employees around the world with a culture geared toward creativity, collaboration and impact. We’ve been a distributed team since day one, and continue to value working across time zones and continents both remotely and in our Cash App offices.

Our offices are great, but many of our roles can be done remotely from the countries where Block operates. We tailor our experience to champion our employees’ creativity and productivity wherever they are.

Check out our locations, benefits and more at cash.app/careers.

Job Description

In this role, you'll be the leader of our newly-expanded Service Design function for all of our customer support channels (voice, messaging, and social), building out a team and establishing goals, operations, and best practices for this new area. You will own the service design of our support operations, encompassing everything from systems and tools, to workflows, policies, and processes. 

Responsibilities

  • Design and develop high-quality solutions to achieve the customer/community needs, and Cash/CCO requirements

  • Document service requirements as part of the process for formulating service models for Customer Support

  • Be the point of contact for specific projects and development initiatives for  Customer Support

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

  • Review current services and identify opportunities and possible improvements

  • Collaborate with current support team members to understand customer needs and the advocate perspective

  • Lead the piloting of new initiatives, processes, tools, and avenues for support within your teams, and optimize these initiatives to be implemented

  • Identify opportunities to scale solutions across all channels where possible, and thoughtfully separating out where individual channels need specific, individual solutions

Qualifications

  • Service Design/Service Management experience in customer service delivery in a large scale, internal/external environment

  • Strong relationship management skills, influencing, and negotiating outcomes with stakeholders, colleagues, and users; with the ability to  adopt a flexible approach where necessary

  • Strong sense of ownership in pursuit of delivering high quality service while maintaining service targets

  • Ability to build and cultivate relationships with peers, collaborating with the channel leadership team to understand the needs of the channel, and serve the customers based on the vision and mission of CCO/Cash.

  • Ability to prioritize and plan, while balancing priorities and deadlines

  • Strong objective analytical skills with the ability to make sense of complex problems quickly, while drawing information from multiple sources to resolve potentially conflicting viewpoints to achieve a mutually agreed upon outcome

  • Ability to examine and refine  processes, procedures, and practices 

  • 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

Additional Information

Cash App treats all employees and job applicants equally. Every decision is based on merit, qualifications, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

 

We will consider employing qualified applicants with criminal histories in a manner consistent with each office’s corresponding local guidelines.

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. Block 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.

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, 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. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

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