Complaint Operations Team Lead, Cash App

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

The Cash Complaint Operations Team (CCOT) is seeking a seasoned leader to drive excellence across all aspects of consumer complaint response operations. This high-impact leadership role is critical to the success of the Cash App Complaints Program.

As a Team Lead you will oversee a team of complaint handlers responsible for the intake investigation and resolution of complex customer complaints. Your remit may span both internal complaint handling (resolution of severe/escalated consumer complaints) and external complaint handling (Consumer Financial Protection Bureau and other third-party regulators Better Business Bureau and consumer complaints through legal channels).

This role requires strong operational expertise a deep understanding of financial services regulations and the ability to build coach and scale high-performing teams while ensuring strict adherence to all legal regulatory and internal policies.

You Will

Team Leadership & Culture

• Lead develop and support a team of complaint handlers driving high employee engagement and fostering a positive collaborative and performance-oriented team culture.
• Provide coaching development plans and ongoing performance feedback to ensure team members uphold the highest standards.

Complaint Management & Resolution

• Oversee the intake investigation and resolution of complex customer complaints across all assigned channels.
• Ensure timely accurate and compliant responses in alignment with all legal SLAs Global Complaints Policy agency standards and regulatory requirements.
• Direct de-escalation strategies to minimize business risk and educate consumers.

Risk Compliance & Stakeholder Management

• Ensure compliance with relevant laws financial regulations and Block/Cash App policies.
• Collaborate with risk compliance and business line partners to align processes controls and mitigation strategies.
• Partner with internal and external stakeholders including senior management legal counsel compliance partners and industry peers to ensure effective complaint governance.

Operational Excellence & Process Improvement

• Identify inefficiencies and lead process enhancements to strengthen operational effectiveness streamline workflows and mitigate risks.
• Leverage technology and data analysis to identify complaint trends reduce risk exposure and improve resolution outcomes.
• Support development and execution of global complaint strategies and ensure alignment across internal and external response programs.

You Have

Experience & Expertise

• 5 years of experience in customer support complaints management or compliance with proven people leadership experience; sustained leadership (23 years) strongly preferred.
• Demonstrated experience handling regulated complaints or compliance processes.
• Background in financial services or another highly regulated industry strongly preferred.
• Solid understanding of customer support operations complaint handling procedures risk management and regulatory frameworks.

Leadership & Communication

• Proven ability to lead and develop frontline teams in a high-volume fast-paced environment.
• Track record of driving operational performance while ensuring accuracy compliance and customer focus.
• Strong communication stakeholder management and relationship-building skills with the ability to influence across teams and levels.

Technical & Analytical Skills

• Proficiency in leveraging technology and tools to improve processes enhance team efficiency and mitigate risk.
• Strong analytical skills to identify complaint trends generate insights and drive data-informed decisions.
• Demonstrated ability to leverage AI and automation tools to enhance operational efficiency streamline performance management and gain deeper insights from data.

#customerops

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.