We’re looking for an outstanding Social Response Lead to help continue the success and growth of our Social Support team. 

As Cash App’s Social Response Lead, you’ll work within the Cash Customer Operations org to execute and improve Social strategy by leading our team of talented Social Response Specialists through the work of supporting customers via popular social media channels and app reviews. When things go wrong, you’ll also play a front-line role in organizing and executing on our incident response strategy to ensure proper communication to affected customers.

You will:

• Be a strong, supportive people lead for our team of Social Response Specialists and drive strategy for the broader Social Support team. You’ll resolve escalations, set KPIs, refine processes, and provide regular coaching and feedback to help facilitate and further your direct reports’ career growth.

• Ensure that customers who reach out to us on social media for help have the best experience possible. You’ll partner with our Customer Operations team to develop standards for measuring quality, and with our Product, Engineering, and Marketing & Brand teams to ensure our work is meeting their expectations.

• Take an immediate, active role in our incident response strategy, and partner with Engineering, Legal, Social Media and Comms during an incident to ensure effective communication for affected customers.

• Identify and communicate trends in social and app review data for all products, and partner with our Product Insights team to ensure trends are properly bubbled up to Product teams.

• Further expand and improve on our social support strategy and channel coverage. You’ll identify what is and isn’t working, and make changes appropriately. Be ready and willing to experiment with new channels and strategies.

You have:

• 2+ years of experience leading customer facing social teams

• At least 2-4 years of full-time work experience in Social Media, Marketing, or similar

• Experience and comfort communicating in the public sphere, on behalf of a well-known, public brand. This requires ability to maintain confidentiality, keep customer and company information secure, as well as exercise strong judgement and professionalism at all times

• Strong written communication skills, with the ability to explain complicated product and policy concepts in simple, jargon-free language using Cash App’s voice

• A proactive nature, a sense of urgency, and a high degree of motivation to go above and beyond to meet the needs of our customers

• Willingness to work flexible hours as necessary, which can include a mix of weekends, mornings, evenings, and/or holidays, if needed

• A creative approach to problem solving, the ability to thrive in a fast-paced, rapidly changing environment, and a sense of humor (because, hi, it’s the internet)

• Ability to remain calm under pressure and make decisions on the fly using data points and trends

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 TBD54566975, 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. TBD54566975 is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.