In this role, you'll build and lead our Advanced Support function in compliance with the Cash App Complaints Program. In addition to running an operational organization that handles intake and response of real-time internal and external complaint escalations, you will be working with the Complaints Program Management team to ensure compliance and partnering with Cash Customer Operations to ensure representatives provide adequate support to all customers. You will be responsible for long-term strategy, including initiatives to reduce escalations by providing CCO Leadership with data, recommendations, and corrective action plans. 

What you’ll be accountable for

Scaling a New Department:

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

• Build a new standard for support in payments and commerce-related products by managing and driving improvements in customer satisfaction, productivity, service-level agreements, etc.

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

• Determine the right org structure and processes for our Advanced Support function 

Cross-functional Stakeholders:

• Act as liaison between Advanced Support and CCO to satisfy all corrective actions necessary to remediate operational root causes of escalations

• Provide timely communication of relevant data to business leaders for decision-making.

• Establish and maintain effective communications and relationships across multiple areas, orgs, outside partners and project leaders/teams

Operations + Compliance:

• Design, develop, deliver and maintain best-in-class real-time escalations support function, policies and practices for Cash App. 

• Lead initiatives and manage high-impact special project work with a results-driven focus to deliver solutions, including implementation of new/existing Complaints Program requirements into the Escalations function

• Be a voice of the customer by identifying trends, issues, and suggesting improvements to processes, policies, and products, including recommending tooling and data improvements to decrease the volume of internal escalations and external complaint escalations via corrective action

• Partner closely with frontline support Senior Leadership team to ensure alignment between front line support and Advanced Support

Leadership and Development:

• Create and 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.

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

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

• Mentor team members and other leaders by providing learning opportunities that are following development plans and our goals.

• 5+ years of leadership experience in Customer Operations, preferably in a real-time support capacity

• 5+ years of direct leadership/people management experience, preferably leading supervisors/managers

• Strong presentation skills with the ability to articulate complex problems and solutions through concise and clear messaging

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

• Past product and project management experience is a plus

• Excellent written, verbal and analytical skills

• Ability to work collaboratively with internal and external partners in other functional units; ability to navigate a complex organization; to influence and lead people across cultures at a senior level

• 1+ years of leadership experience in regulated complaints/compliance functions is a plus

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.