In this role, you'll be a leader on our newly-formed Executive Relations Escalations team, running an operational team that handles real-time escalations from front-line support via phone, messaging and email channels. You will ensure complaints compliance in all policies and procedures, partnering with the Complaints Program Management team. This position will also require strong cross-functional collaboration with Partner Vendor Managers and CCO Support Senior Leadership. 

What you’ll be accountable for:

Scaling Operations:

• Ensuring processes and procedures are documented according to Governance guidelines

• Scaling Escalations Training across the team for existing and new partner advocates

• Curating data and reporting to assess adequacy of complaint handling processes

• Partner closely with the Voice and Messaging leadership team to ensure alignment between front line support and ERET

• Collaborate cross-functionally with key stakeholders such as Engineering, Knowledge Operations, and Product to solve complex issues that require deep product knowledge and research

• Communicate with the broader Cash team during a SEV or tech issue, ensuring respective teams are aware.

Team Happiness + Development

• Inspire: communicate an inspiring vision and sense of purpose, helping 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 Block.

• Grow: mentor team members and other leaders by providing learning opportunities that are following development plans and our goals.

Operational Efficiency + Long-term 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.

You have:

• 3+ years of leadership experience in regulated complaints/compliance functions, preferred

• 3+ years of leadership experience in customer support / real-time support function, preferred

• 3+ years of direct leadership / people management experience

• 3+ years of operational experience 

• Experience building and scaling customer support operations, in a dynamic, fast-paced retail, restaurant, startup or tech environment

• Past product and project management experience a plus

• Excellent written and verbal communication skills

• Creative problem-solving abilities

• A passion for Block and ensuring an excellent customer experience

*This role is open to PDX, STL, ATL, PHL or Remote

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