Cash App Senior Customer Success Lead

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

In this role, you'll lead a team of Customer Success Managers and their teams while serving as a liaison by working with learning and development, product, engineering, business development, marketing and finance to improve Squares most important strategic priorities. You'll track Goals of your team weekly, with a focus on optimizations.

Team Happiness + Development

Inspire: communicate an inspiring vision and sense of purpose, helping leads and 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: mentor team members and other leaders 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 in payments and commerce-related products 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;
7+ years of work experience with 5+ years of direct experience leading and developing other leaders
Experience building and scaling customer support operations, in a dynamic, fast-paced retail, restaurant, startup or tech environment
Past product and project management experience
Excellent written and verbal communication skills
Creative problem-solving abilities
A passion for Square 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 for employment qualified applicants with criminal histories in a manner consistent with each office’s corresponding state and city guidelines.