Senior Advanced Support Manager, Cash App

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 ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the world's relationship with money to make it more relatable, instantly available, and universally accessible.
Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We've been a distributed team since day one, and 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.
Job Description
As a part of this role, you will be responsible for creating and leading our Advanced Support operations team in Cash Customer Operations. Your primary duty will be to manage a team that handles customer escalations in real-time and collaborate with Cash Customer Operations to ensure that all customers receive quality support. Additionally, you will need to devise both short and long-term strategies to minimize escalations by providing relevant data, recommendations, and corrective action plans to CCO Leadership.
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 organizational 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, organizations, 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.
• 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 Cash App.
• Mentor team members and other leaders by providing learning opportunities that follow development plans and our goals.

Qualifications

• 6+ years of leadership experience in Customer Operations, preferably in a real-time support capacity
• 6+ years of leading managers and proven experience with building and scaling customer support operations in a dynamic, fast-paced retail, restaurant, startup or tech environment
• Strong presentation skills with the ability to articulate complex problems and solutions through concise and clear messaging
• 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

Additional Information
Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
Zone A: USD $167,300 - USD $204,500
Zone B: USD $155,600 - USD $190,200
Zone C: USD $147,200 - USD $180,000
Zone D: USD $138,900 - USD $169,700
To find a location's zone designation, please refer to this resource . If a location of interest is not listed, please speak with a recruiter for additional information.
Full-time employee benefits include the following:

• Healthcare coverage (Medical, Vision and Dental insurance)
• Health Savings Account and Flexible Spending Account
• Retirement Plans including company match
• Employee Stock Purchase Program
• Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance
• Paid parental and caregiving leave
• Paid time off (including 12 paid holidays)
• Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees)
• Learning and Development resources
• Paid Life insurance, AD&D, and disability benefits
• Additional Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources

These benefits are further detailed in Block's policies. This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.
US and Canada EEOC Statement
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.