Tax Customer Operations Manager

  • Remote, MO, United States
  • Employees can work remotely
  • 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 a leader on our Cash App Tax Customer Operations team, running a customer-facing team that handles intake and response of sensitive inquiries and complaints, working with the Cash App Complaints Program Management Team to ensure complaints compliance;  partnering cross-functionally with Tax Product Management, Engineering, Business Technology, and Data teams to drive day-to-day operations. 

 

What you’ll be accountable for

 

Team Happiness + Development

  • Inspire: communicate an inspiring vision and sense of purpose, helping team members understand the connection between their work and the end goal.

  • Connect: build constructive relationships with all team members up, down, sideways, inside, and outside of Square.

  • Grow: lead team by providing learning opportunities that are following development plans and our goals.

 

Operational Efficiency + Strategy

  • Measure: assess metrics to measure the growth and performance of the team, providing insights and reports. Use these metrics and assessments to improve team performance through behavioral coaching.

  • Analyze: use deep product and industry knowledge, gather and summarize relevant data, suggest improvements in the tools, and techniques to help scale the team while serving as a cross-functional leader.

  • Improve: build a new standard for support by managing and driving improvements in customer satisfaction, productivity, Service level agreements, etc.

  • Scale: see the opportunity in every challenge and develop structured plans to create solutions to essential support projects to help scale the team.

Qualifications

You have:

• BA/BS degree or related experience;

• 3+ years of leadership experience, preferably in a customer operations function

• Experience in financial services / tax services / compliance functions a bonus

• Experience building and scaling customer support operations, in a dynamic, fast-paced retail, restaurant, startup or tech environment

• Past product and project management experience a plus

• Excellent written and verbal communication skills; strong presentation skills with the ability to articulate complex problems and solutions through concise and clear messaging

• Creative problem-solving abilities; A passion for Block and ensuring an excellent customer experience

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 employment for 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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