It all started with an idea at Block 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 ecosystem, developing unique financial products, including Afterpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the world’s relationship with money to make it 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 innovation, collaboration and impact. We’ve been a distributed team since day one, and 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!

As our IT Knowledge Specialist, you will oversee all of our knowledge-related activities and programs.  These activities include but are not limited to:  Creating, editing, approving and publishing written and video knowledge base articles, video tips and tricks, documentation, training materials, special programs, and our Lunch & Learn program. You will collaborate with IT Support Specialists, IT Leads, customers, vendors, and others to ensure content meets or exceeds expectations.  Success in this role will be measured by decreasing the number of tickets with self-service resources, increasing the adoption of tools, lowering resolution times, and increasing views/attendance across learning offerings.

You will:

• Manage and administer internal and external knowledge base and support documentation
• Investigate current trends in knowledge management and data repositories to provide the capability to properly index and archive deprecated products and information
• Make recommendations for appropriate content on both employee and IT Support  KB to keep internal and external stakeholders informed. 
• Collaborate with  support team members for creating, maintaining, and sharing Knowledge
• Support and contribute to continuous process improvement through analysis, design, and implementation of processes and communication.
• Implement new and improved learning programs for both customers and team members
• Create ways to measure the impact and effectiveness of learning and training programs.
• Help establish a service catalog-base request queue (eg,, associated standards, process, metrics, etc.) to create a single point of entry for service improvement ideas
• Conduct an interactive review of the problem management data collected in Jira, interview stakeholders (system owners, data owners, contractor teams, etc.) to identify improvement opportunities and training opportunities, and participate in the company and CSI process

You have:

• Working understanding of support delivery in an ITIL-based environment
• Demonstrated experience in a technology support role, macOS, Windows, and system administration
• High standard of written and verbal communication
• Built easy-to-understand technical knowledge articles for various levels of technical ability
• A good understanding of how people consume information to learn or train on something they are unfamiliar with.
• An ability to  collaborate and encourage people to create, maintain and use knowledge base articles
• Understand how to analyze data and gather feedback to find knowledge gaps and opportunities for better training
• Are able to work independently and manage multiple programs/initiatives at the same time

Even Better:

• ITSM/ITIL Service Management experience 
• ITIL V3/V4 Foundation Certification
• Experience with video production, video editing, and video publishing
• Experience with Docebo, Linkedin Learning, Coursera, Workday or other learning platforms
• Experience or qualifications in training, teaching, or similar functions
• Experience or qualifications in Knowledge Management
• Leadership experience (direct or indirect)
• Worked in a diverse and geographically dispersed company

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 $125,600 - USD $153,600
Zone B: USD $119,300 - USD $145,900
Zone C: USD $113,000 - USD $138,200
Zone D: USD $106,800 - USD $130,600

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.