Job Description

We are seeking a highly motivated and resourceful individual to lead members of Cash App's Customer Success team. You will not only lead a team of passionate Advocates, but you will also build out world class operations - optimizing all Success channels including, but not limited to, email, Twitter, and phone - all while strengthening team culture, driving customer happiness, and promoting employee success.

In this role, you will serve as a cross-functional liaison working with product, engineering, business development, marketing, and finance to drive Cash App's most important strategic priorities. You will track Key Performance Indicators weekly.

You will:

• Coach and mentor team members with a focus on professional development and upstream thinking
• Drive improvements in customer satisfaction across channels
• Develop metrics to measure the growth and performance of the team, and provide reports as needed
• Utilize deep product and industry knowledge while serving as a strong cross-functional leader
• Treat Success as a product at Cash App, innovating and iterating on the customer experience
• Develop and lead end-to-end project plans and ensure on-time delivery of critical Success initiatives
• Gather and synthesize relevant data, suggesting improvements in the tools and techniques to help scale the team
• Scale the Success team by capitalizing on opportunities for increased effectiveness and efficiency, driving productivity initiatives

Qualifications

You have:

• BA/BS degree or related experience
• 6+ years of work experience with 3+ years of direct people management experience required
• Past product and/or project management experience
• Experience building and scaling Customer Success operations, particularly in a fast-paced startup or tech environment
• The ability to effectively influence and communicate cross-functionally
• Excellent written and verbal communication skills
• Creative problem-solving abilities
• Passion for Cash App and ensuring an outstanding customer experience

Additional Information

Cash App treats all employees and job applicants equally. Every decision is based on merit, qualifications, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with each office’s corresponding state and city guidelines.