Customer Operations Site Lead, Cash App

  • St. Louis, MO
  • Full-time

Company Description

Cash App is the fastest growing financial brand in the world. 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 money app with over 15 million active monthly users. Loved by customers and by pop culture, we’ve held the #1 spot in finance on the App Store for almost two years, and our social media posts see more engagement in a day than most financial brands see in a year. With major offices in San Francisco, New York, St. Louis, Portland, Kitchener-Waterloo, and Melbourne, Cash App is bringing a better way to send, spend, and save to anyone who has ever sought an alternative to today’s banking system.

Job Description

We are seeking a highly motivated, experienced and resourceful individual to create, inspire, lead and scale a full-service customer support operational site for the Cash App Customer Success team in St. Louis. You will not only lead a team of passionate customer advocates, but you will also dream up and build out a world class operation - optimizing all Success channels including direct messaging, social channels and phone - while developing and reinforcing Cash team culture, driving customer happiness, and promoting employee success and career progression.

In this role, you will serve as a cross-functional leader inside the company, working with product, engineering, design, business development, marketing, and finance to drive a culture of customer-first support.  Also, you will manage the operations of the Customer Success team to ensure we achieve Cash App's most important strategic priorities and underpin our obsession with the customer focus and mindset. You will set, track and manage the sites Key Performance Indicators (KPIs) weekly and develop front-line, training, recruiting, analytics, workforce management, Voice of the Customer (VoC) and other teams focused around making our customers successful. 

You will:

  • Utilize deep product and industry knowledge to implement and improve on best practices while serving as a strong cross-functional leader and advocacy role model for the site

  • Coach and mentor team members with a focus on professional development and upstream and preventative thinking

  • Drive improvements in customer satisfaction across channels by understanding the struggle and support needs of our customers

  • Own the efficiency of the site operation, smartly balancing quality and cost to maximize investments and talent

  • Develop and manage the metrics to measure the growth, performance and impact of the team, and set goals and provide progress updates

  • Treat the Success site operations as a product at Cash, innovating and iterating on the customer experience

  • Develop and lead end-to-end project plans and ensure on-time delivery of critical customer success initiatives

  • Gather and synthesize relevant data, suggesting improvements in the tools and techniques to help scale the team

  • Scale the Success team by capitalizing on opportunities for increased effectiveness and efficiency, driving productivity and quality initiatives and working tirelessly to empower the front-line advocates


You Have:

  • 10+ years of relevant CS operations work experience, with 5+ years of multi-tier (managing managers) people management experience required
  • Product or project management experience and experience scaling complex operations from launch to hundreds of team members
  • Experience creating, building, optimizing B2C Customer Success operations, preferably in a fin-tech or similar environment
  • The ability to effectively influence and communicate cross-functionally
  • Creative problem-solving abilities and expertise in balancing and explaining trade-offs
  • A passion for consumer financial services and ensuring an outstanding customer experience
  • A relevant BA/BS degree

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 for employment qualified applicants with criminal histories in a manner consistent with each office’s corresponding state and city guidelines.