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/Clearpay, 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.

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.

The role:

We are seeking a results focussed individual with a naturally positive and continuous improvement mindset. An individual who has a strong background in leading a team and service delivery responsibilities in a customer service environment, ideally with some experience of leading partner teams offshore. .

As an Operations Manager in our Customer Service team you will be partnering with our wider Afterpay / Clearpay Operations Team and third party / outsource partner teams to deliver an effortless customer experience via our Customer Service contact centers.  

We strive to solve our customer’s issues quickly and allow them to get back to their day with ease. An Operations manager ensures smooth day to day operations management. 

This role is responsible for:

• Support the day to day customer service delivery of our outsourced partners and specialist in-house teams

• Champion an effortless experience for our customers everyday in all outsource partner interactions. Working with internal and partner Team Leaders and being our process expert supporting the best experience for our customers in accordance with defined operations policies and procedures

• Facilitate Daily / Weekly Huddles  and Reviews with outsourced partners to maintain daily focus on service delivery, responding to trends and insights as needed

• In partnership with Workforce Management (WFM); Actively manage specific queues across Digital, Voice, Escalations and other specialty queues as required to manage accuracy and efficiency. 

• Actively monitoring and tracking emerging issues or pressure points, taking action to escalate where needed and acting as point of contact for our CS team where incidents may occur

• Work with frontline teams to identify incidents and raise with the technical teams / relevant stakeholders for resolution and guide  agents on how to manage customers impacted.

• Stay connected with performance data and understand drivers of results. Working in partnership with Outsource partner teams build and deliver on specific improvement action plans/glide paths - really driving great performance and outcomes 

• Identify training and coaching requirements for teams based on performance monitoring, feedback and data analysis (focused on Quality, Productivity and Service Lens)

• Execute on specific and measurable Coaching or Performance Management Projects to drive improved performance around specific measures / insights

• Work with global Operations teams and Outsource partners to ensure operational readiness for planned change and or incident responses as required. 

• Define and help prioritize SOP and high effort process issues, whilst always keeping the global impacts at front of mind 

• Prepare weekly/monthly Operations reports and lead partner performance reviews

• Act as a representative in the absence of line manager and support broader Afterpay/Clearpay teams where required

• Be actively involved in regular Calibration sessions with QA team and suppliers to ensure that an understanding of expectations is met.

Primary reporting line:  North America / UK Customer Service Regional Leader 

To be successful in this role you will have: 

• Proven track record in Operational team leadership and customer service delivery; minimum of 2 years of related experience Customer Service Leadership in a complex omni channel model (voice, messaging, social)

• Self-starter with a positive forward thinking / “ can do” attitude who is results focused and a real performance driver 

• Experience working in a fast pace forward thinking environment; delivering change / handling ambiguity 

• As a ‘hands on’ coach you are prepared to roll your sleeves up and support the team - coaching experience is crucial to this role 

• Ability to troubleshoot and fix problems - find solutions and connect the dots 

• Proven experience working in a complex team environment; preferably remote teams in multiple locations

• Motivated leader able to manage and prioritize competing tasks with a passion for operational effectiveness

• A genuine passion for ‘treating customers fairly’, driving positive customer experiences & developing teams

• Excellent interpersonal and communication skills with a natural skill for developing relationships both internally and externally

• Data Analysis and Insight capability; ability to identify and understand process trends / themes and to formulate meaningful insights from this for action or attention

Other:

• The global nature of our team may require this role to work flexibly from time to time in order to connect to colleagues who operate in ANZ, North America and UK or Partners in the Philippines.

• Your leader may work on alternate timings from you and therefore you will need to be flexible to operate independently at times - maintaining business as usual operations and continuity  

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.

We’ve noticed a rise in recruiting impersonations across the industry, where individuals are sending fake job offer emails. Contact from any of our recruiters or employees will always come from an email address ending with @block.xyz, @squareup.com, @tidal.com, or @afterpay.com, @clearpay.co.uk.

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.

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, based solely on the core competencies required of the role at hand, and without regard to any 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.

We’ve noticed a rise in recruiting impersonations across the industry, where individuals are sending fake job offer emails. Contact from any of our recruiters or employees will always come from an email address ending with @block.xyz, @squareup.com, @tidal.com, or @afterpay.com, @clearpay.co.uk.

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.