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.
Job Description
We are seeking a highly motivated, deeply experienced and resourceful leader to inspire, lead and help evolve our global Afterpay customer service model to deliver an effortless customer experience and support the growth of our business. This role is focused on the direct leadership and accountability of the North America (NA) Customer Service Team, both our own internal talent and Partner (Supplier / BPO) resources.
You will influence and inspire a team of passionate team members and their leaders, coaching them to success while you play a key role in helping to shape and deliver on our customer experience strategy. You will help optimize our contact channels, including in-app messaging and voice, while developing and reinforcing Afterpay’s performance and effortless experience culture across NA Customer Service.
In this role, you will serve as a senior Operations leader primarily working with Operations stakeholders and Partners and when needed inside the company, working with functions such as Product, Engineering, Compliance and Legal to protect and respond to Afterpay’s strategic agenda, customer expectations and regulatory obligations. You’ll manage the NA Customer Service operation to ensure we achieve Afterpay’s strategic Operations priorities and underpin our obsession with creating an effortless experience for our customers and people.
This role focuses on execution to meet our customer and business commitments as well as influencing and collaborating with global stakeholders to help define the future for our global operation.
This role is responsible for:
Qualifications
To be successful in this role you will have:
Preferred
Additional Information
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 $167,300 – USD $204,500
Zone B: USD $155,600 – USD $190,200
Zone C: USD $147,200 – USD $180,000
Zone D: USD $138,900 – USD $169,700
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.
Full-time employee benefits include the following:
These benefits are further detailed in Block’s policies. 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.
US and Canada EEOC Statement
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.
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