Job Details

Customer Success Advocate, Cash App

Square, Portland

Job - Technology

Close Date: 10/21/2019

Company Description
​Cash App is the fastest growing financial brand in the world. 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 money app with over 15 million active monthly users.

Loved by customers and by pop culture, we’ve held the #1 spot in finance on the App Store for almost two years, and our social media posts see more engagement in a day than most financial brands see in a year.

With major offices in San Francisco, New York, St. Louis, Portland, Kitchener-Waterloo, and Melbourne, Cash App is bringing a better way to send, spend, and save to anyone who has ever sought an alternative to today’s banking system.​

Job Description
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, SMS and email using a CRM tool
-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

*Willingness to work flexible hours as part of a rotating schedule, which includes a mix of weekends, mornings, evenings, overnight, and holidays as needed
*Pay Rate for this role is $22.64/hr. and is a non-exempt role

Qualifications
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 Cash App and customers engaging with our platform
-The ability to multi-task by navigating systems applications while driving resolutions with customers via phone support

Additional Information
At Square, our purpose is to empower – within and outside of our walls. In order to build the best tools for the businesses and customers we support all over the world, we have to start at home with a workforce as diverse and empowered as our sellers. To this end, we take great care to evaluate all employees and job applicants equally, based on merit, competence, and qualifications. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage candidates from all backgrounds to apply and always consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.

Complete details: https://careers.smartrecruiters.com/Square/portland-careers