Bitcoin Customer Success Advocate

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 world’s 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. 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.

The Role

Join our Bitcoin Customer Support team and be at the forefront of the Bitcoin experience at Cash App! We deliver stellar support for Bitcoin transactions across both on-chain and Lightning, empowering customers to move confidently in the world of crypto. Our mission? To become the go-to support destination for Bitcoin users everywhere.

We’re looking for a Bitcoin enthusiast who knows their way around blockchain technology, communicates with clarity and confidence, and genuinely loves helping people. In this role, you’ll tackle customer questions, solve real-world challenges, and guide users through our products and services—making even complex concepts feel approachable.

You’ll connect with customers through voice, messaging, and email, diving into tools like blockchain.com and mempool.space to investigate transactions and deliver fast, thoughtful solutions. If you’re excited about Bitcoin and thrive on helping others, this is your chance to make an impact in a space that’s shaping the future of money.

You Will

• Offer excellent customer service through voice, messaging, and email.
• Help customers with Bitcoin transactions, wallet management, and account security.
• Solve customer issues related to our platform and services.
• Work with other departments to fix complex problems and enhance the customer experience.
• Identify urgent issues and escalate them as needed.
• Stay informed about the latest in Bitcoin and the cryptocurrency market.

You Have

• Minimum 2-3 years of customer service, preferably in a fintech industry.
• Consistently hit KPI targets. Examples include: Average Handle Time (AHT), Adherence, Quality Assurance, Customer Satisfaction (CSAT), and Resolution Rate.
• Excellent written and verbal communication skills in English.
• Foundational understanding of:
  • Bitcoin transactions and blockchain technology
  • Cryptocurrency security principles
  • Blockchain explorers and transaction tracking
• Passion for delivering exceptional customer experiences
• Strong active listening skills to understand customer needs and concerns
• Ability type over 50 words per minute and multitask efficiently to manage multiple interactions
• Familiar with CRM systems, such as: Telephony, Ticketing Systems, and Chatbots
• Ability to explain complex ideas in a clear and simple manner
• Strong interpersonal skills
• Problem solver with a keen attention to detail
• Ability to work independently and as part of a team in a fast-paced environment

Even Better

• Previous Crypto/Bitcoin support experience
• Multiple language proficiency
• Experience with:
  • Blockchain explorers (mempool.space, blockchain.com)
  • Crypto Wallets and Custody
  • Lightning Network tools
  • Crypto compliance/KYC
• Relevant certifications (cryptocurrency/blockchain)
• Active participation in Bitcoin/crypto communities

Standardized Hourly Rate:

• Zone A: $29.62
• Zone B: $27.50
• Zone C: $23.94 
• Zone D: $22.16

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 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 we’re doing to build a workplace that is fair and square? Check out our I+D 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.