Job Details

Customer Success Advocate, Voice Support

Cash App, Portland, OR

Job - Technology

Close Date: 07/17/2020

Company Description

Cash App is the fastest growing financial brand in the world. 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 app with over 24 million monthly active users. We are bringing a better way to send, spend, invest, and save to anyone who has ever sought an alternative to the traditional banking system.

Loved by customers and pop culture, we’ve consistently held the top spot for finance in the App Store for many years, seeing more engagement with millions of followers across social media in a day than most brands see in a year. We are building an ecosystem to redefine the world’s relationship with money by making it universally accessible.

We want to hire the best talent regardless of location. Our employment model is distributed, offering the opportunity to collaborate with teams across the world in San Francisco, New York, St. Louis, Portland, Toronto, Kitchener-Waterloo, Sydney, and Melbourne.

Interested in learning more?

Cash App knows that great customer support is provided by both people and products. We are seeking a highly motivated and resourceful individual who is dedicated to providing world-class support by exceeding expectations through each interaction with Cash App customers. They will use their proximity to customers to identify issues that will continually improve the customer experience. The ideal candidate is a fiercely loyal advocate for our customers, a creative problem-solver, and a collaborative team member. This person is energized by working with people, while still being a strong independent worker.

You will:

Effectively solve customer inquiries via phone
Hold a high bar for Support when owning customer interactions
Identify, document and follow up with engineers on product bugs and features
Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies and products
Recognize errors and draft improvements to content in the external Support Center and internal documentation
Collaborate with members of other teams to root out answers and be a resource to teammates

This role has a tentative start date of August 10th, 2020. This tentative start date may change.

Schedule: Monday - Friday 8am - 5pm PST.

Compensation: $24.18/hr.

You have:

Genuine curiosity about people and business, while possessing the ability to inspire passion in others
Experience in direct customer or client-facing roles
Interest in implementing feedback and dedicated to the improvement of your skills and work
Strong organizational, analytical, written and verbal communication skills
Superb attention to detail
The ability to quickly adapt to new situations and think on your feet
Excellent time-management skills
A desire to help people and improve the customer experience
A passion for Square and customers engaging with Square products
The ability to multi-task by navigating systems applications while driving resolutions with customers via phone support

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