Head of Quality Assurance, Customer Success
- Full-time
Company Description
To solve this problem, we expanded into software and built integrated solutions to help sellers sell online, manage inventory, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.
Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.
Job Description
The Customer Success Quality Assurance (CSQA) team aims to improve the seller experience, increase advocate performance, and provide insights into CS wide trends to CS Core (Square Roots) through case review processes and reporting. We do this every day by reviewing cases, collecting insights, and partnering with frontline team Leads to drive performance improvement.
You'll lead a group of Quality Assurance Team Leads and their teams while also driving forward the strategic vision of the team. We are seeking a QA people manager who is ready to be a Leader of Leads, while also improving the effectiveness and impact that the QA team has on the broader Customer Success organization and our Sellers. If you are a seasoned expert in service quality assurance, have a strong background in leadership, and are obsessed with delivering solutions that lead to an amazing customer experience, then this may be the job for you.
Among the many priorities, you will balance in this role, team development, prioritization, and QA strategy development will be of utmost importance.
You Will:
Team Development
- Inspire: communicate an inspiring vision and sense of core purpose, helping leads and team members understand the connection between their work and the end goal.
- Connect: build rapport and constructive relationships with all team members up, down, sideways, inside, and outside of Square.
- Grow: coach and mentor team members and other leaders by identifying and providing learning opportunities that are in line with development plans and company goals.
Operational Effectiveness
- Measure: assess metrics to measure the growth and performance of the team, providing insights and reports as needed. Use these metrics and assessments to consistently drive improvements in team performance through behavioral coaching.
- Analyze: utilize deep QA industry knowledge, gather and synthesize relevant data, and suggest improvements in the tools, and techniques to help scale the team while serving as a strong cross-functional leader.
- Improve: build a new standard for QA solutions by passionately managing, measuring, and driving improvements in the effectiveness of the QA organization.
- Scale: see the opportunity in every challenge and develop structured plans to deliver solutions to critical initiatives to help scale the team effectively.
Qualifications
You Will:
- BA/BS degree or related experience; MA/MBA or equivalent experience preferred
- 7+ years of work experience with 3+ years of direct experience leading and developing teams
- Experience building and scaling Quality Assurance organizations, particularly in a start-up or tech environment
- The ability to work and communicate cross-functionally
- Creative problem-solving abilities
- A passion for Square and ensuring an excellent customer experience
Additional Information
Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
Zone A: USD $167,300 - USD $204,500
Zone B: USD $155,600 - USD $190,200
Zone C: USD $147,200 - USD $180,000
Zone D: USD $138,900 - USD $169,700
To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information.
Benefits include the following:
- Healthcare coverage
- Retirement Plans including company match
- Employee Stock Purchase Program
- Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance
- Paid parental and caregiving leave
- Paid time off
- Learning and Development resources
- Paid Life insurance, AD&D. and disability benefits
- Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources
This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.
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.