Cash App, Manager Escalations Specialist

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 50 million monthly active customers. We want to redefine the worlds 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. Weve 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.

The Role

Were seeking a driven resourceful Escalation Specialist to join our Cash Manager Escalations this role you will handle Tier 2 Complaint Escalations across three front-line support channels (voice chat and email) and provide real-time guidance to our front-line advocates. Were looking for Specialists with exceptional escalation management skills a customer-first mindset and the ability to navigate high-stakes interactions with customers who are frustrated or experiencing significant concerns.

The ideal candidate possesses a strong commitment to compliance maintaining adherence to complaint handling procedures while de-escalating challenging situations mitigating business risk and empowering consumers through clear communication. Youll play a vital role in educating customers to help them resolve issues within Cash Complaint Program SLAs. This role requires resilience as it may involve managing interactions with consumers who are highly agitated or have made threats. All work is subject to external state and federal review underscoring the importance of strict compliance with Cash App Complaint Program policies.

You Will

• Provide comprehensive support to the Customer Service team by investigating managing and resolving escalated customer complaints across in-app messaging voice and email channels.
• Adhere to Cash Apps complaint management policies and regulatory frameworks with a focus on real-time de-escalation and resolution.
• Master complaint handling compliance procedures and ensure all activities meet regulatory and policy standards.
• Become an expert in our products technology and procedures to deliver the best possible support to our team members and customers and develop productive working relationships with a wide range of stakeholders (often product technology Risk Compliance etc)
• Perform thorough root-cause analyses on complaints to inform corrective action initiatives addressing systemic non-systemic and operational issues to reduce future escalations.
• Collaborate cross-functionally with Product Technology Risk and Compliance teams to drive continuous improvements in the Cash App experience building and maintaining productive relationships with internal stakeholders to ensure efficient and effective complaint resolution
• Ability to prioritize customer satisfaction and empathy even in challenging high-pressure situations.

You Have

• Proven experience in managing Tier 2 (or higher) complaint escalations with a strong understanding of escalation protocols and resolution techniques in a regulated environment.
• A passion for enhancing the customer experience while adhering to regulatory policies and internal procedures.
• Exceptional written and verbal communication skills with the ability to represent Cash App professionally.
• Strong analytical skills to assess situations quickly and make informed decisions in ambiguous circumstances.
• Ability to work effectively across functions within Block Inc.
• Weekend availability required.
• Even Better:
  • Minimum of 3 years in a customer support or escalation management role preferably in financial services or fintech. Experience in handling high-stakes escalations across multiple channels (voice chat and email) is essential.

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 candidates 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.

To find a locations zone designation please refer to this resource. If a location of interest is not listed please speak with a recruiter for additional information.

• Zone A: $29.62 USD

• Zone B: $27.50 USD

• Zone C: $23.94 USD

• Zone D: $22.16 USD

Were 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 an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and fair chance ordinances.

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 were doing to build a workplace that is fair and square Check out our ID page.

While there is no specific deadline to apply for this role U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.

#customerops

Required Experience:

Manager