The Bitcoin Advanced Support Lead will lead a team of tenured, knowledgeable, and experienced Bitcoin Advanced Support Specialists who take pride in delivering high-quality, frontline internal and external customer support. 

In this role, you’ll run 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 on all Tier 3 Complaints.  Additionally, you will provide consistent coaching and feedback to improve the efficiency and quality of advocate interactions with our Cash App Customers. You will help identify and execute strategic initiatives that will drive the team toward the Advanced Support Team north star goals. The ideal candidate will use their exceptional product knowledge, experience, and problem-solving ability to work cross-functionally with key stakeholders within Learning and Development, VOC, Product, Eng, Shared Services, IS, and Biztech to help identify and solve emerging issues. You will focus on strengthening team culture and promoting team member success. 

What you’ll be accountable for:

Scaling Operations:

• Ensuring processes and procedures are documented according to Governance guidelines

• Develop and lead end to end project plans and ensure on-time delivery of critical Advanced Support Initiatives. 

• Exercise great judgment in creating solutions in the best interests of the customer, our teams, and the business.

• Partner closely with the Voice, Messaging, and Learning and Optimization leadership team to ensure alignment between front line support and Advanced Support.

• Collaborate cross-functionally with key stakeholders such as Engineering, Knowledge Operations, Voice of the Customer, 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 a 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: create a performance-based culture by driving team metrics and assessing those metrics to measure the growth and performance of the team -  providing insights and reports when needed. Additionally, 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.

• A passion for Cashapp and ensuring an outstanding internal and external customer experience

• 5+ years of prior leadership experience in operations and/or partner management experience, preferably in a fast moving technology or financial services company. Entrepreneurial drive is key.

• 2-3+ years of Bitcoin knowledge or experience is a strong plus 

• Proven success building cross-functional relationships specifically, effectively influencing and communicating cross-functionally

• Proven use of creative problem-solving abilities

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

• Past product and project management experience preferred 

• Excellent written and verbal communication skills

• Creative problem-solving abilities

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 $138,200 - USD $169,000
Zone B: USD $128,500 - USD $157,100
Zone C: USD $121,700 - USD $148,700
Zone D: USD $110,600 - USD $135,200

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.