Voice Of The Customer Specialist, Bitcoin & Investing - Cash App

  • St. Louis, MO
  • Full-time

Company Description

It all started with an idea at Square 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, and save to our millions of monthly active users. We want to make the world’s relationship with money more relatable, instantly available, and universally accessible. This is our mission, and it’s why working at Cash App means so much more than a job.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward creativity, collaboration and impact. We’ve been a distributed team since day one, and we’ve got offices and remote teammates across the globe. Our offices are great, but 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 to learn more!

Job Description

We are looking for a highly motivated and resourceful individual to join the Voice Of The Customer team at Cash App! As a VOC Specialist, you will be an essential link between Customer Operations and the product teams building features used by millions of customers. This role will support the teams behind Cash App’s bitcoin and equity investing features. You’ll support their work by analyzing contact drivers, resolving customer problems, and providing valuable insight into the customer experience. This job is fast-paced, cross-functional, and requires strong communication, prioritization, and organization skills. Applied experience with analytics and reporting is a must; the ideal candidate has both personal and professional experience with cryptocurrency, as well as a deep understanding of how product development and support teams can effectively collaborate to deliver an amazing customer experience.

You will:

  • Represent the customer perspective, with a focus on the quality and growth of our bitcoin and investing feature sets

  • Lead the investigation, prioritization, and resolution of customer problems, proposing solutions and process improvements along the way 

  • Surface key metrics and trends to stakeholders, leveraging your expertise to call attention to the most important problems and themes

  • Analyze and synthesize data from multiple sources, including support contact drivers, product analytics, and broader market trends, in order to tell a complete story about the problems our customers are experiencing

  • Influence product and engineering decision-makers to deliver the best possible customer experience, using both data and qualitative analysis to inform your perspective

  • Collaborate directly with customer-facing and internal support teams to understand problems, envision solutions, and prepare for changes

Qualifications

  • 4+ years professional experience working directly with product/engineering in a VOC or similar role as part of a support operations team

  • 4+ years experience and demonstrable expertise with 

    • SQL

    • CRM software (Salesforce/Zendesk/etc.)

    • Analytics/reporting tools (Tableau/Looker/etc)

    • Bug-tracking/project management tools (JIRA)

  • Previous professional experience in crypto and/or fintech

  • Experience with customer-facing support systems 

  • BA/BS preferred

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 local guidelines.

Square, Inc. (NYSE: SQ) builds tools to empower businesses and individuals to participate in the economy. Sellers use Square to reach buyers online and in person, manage their business, and access financing. Individuals use Cash App to spend, send, store, and invest money. And TIDAL is a global music and entertainment platform that expands Square's purpose of economic empowerment to artists. Square, Inc. has offices in the United States, Canada, Japan, Australia, Ireland, Spain, Norway, and the UK.

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