Voice Of The Customer Specialist, Fraud & Risk - Cash App

  • San Francisco, CA
  • 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 Customer Health workstream, which focuses on addressing fraud, scams, and other abuse on our platform in order to protect our customers and our business. 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 experience in fintech/banking 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 addressing fraud, scams, and abuse 


  • 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 fraud/risk 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


  • 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)


  • Experience working with customer-facing support systems such as in-app help centers, customer case & form submission flows, and zero-contact resolution/self-help features 


  • Preferred professional experience in finance and/or fintech, especially in the fraud/risk space


  • BA/BS preferred

Additional Information

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. Square 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, veteran status, 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.

Additionally, we consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

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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