Cash App Tax Customer Support Specialist

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

Cash App Taxes is committed to delivering smart, intuitive, and 100% free  tax filing services to our customers. We are currently seeking a dynamic Cash App Taxes Customer Support Specialist to join our esteemed Cash Direct Customer Support team. The ideal candidate for this role must demonstrate exceptional drive, ingenuity, and unwavering dedication to deliver an unparalleled support experience. They should embody staunch loyalty to our customers, possess inventive problem-solving skills, excel at multitasking, and thrive both as a collaborative team player and a self-sufficient professional.

We are in pursuit of an exceptionally driven individual to fortify our Cash App Taxes Operations division as a Cash App Taxes Specialist, concurrently enriching the framework of the Cash Direct Customer Support Team. As a Cash App Taxes Specialist, you will resolve escalated cases and complaints originating from our frontline support operations. This exciting role mandates adeptly ensuring timely resolutions, cross collaborating with internal and external partners, and conducting in-depth analyses to address underlying issues at their root. Additionally, you will field customer inquiries via email or chat with a commitment to upholding the highest standards of professionalism and diplomacy. Your role extends beyond mere troubleshooting; you will actively contribute to enhancing the overall customer journey by identifying emerging trends and proposing procedural enhancements. Working closely with Tax Product teams, you will diagnose issues, unearth solutions, address tax-related grievances, and actively engage in operational initiatives. The ideal candidate should boast a minimum of three years' experience in customer support with relevant tax knowledge, coupled with exemplary communication, problem-solving prowess, client focus, and an unwavering dedication to elevating customer satisfaction while adhering to established policies and procedures.

You Will

• Adhere to complaint handling compliance procedures, taking proactive steps to manage Cash App Taxes complaints alongside the Cash Complaints Operations Team (CCOT), and ensuring strict adherence to all legal, compliance, and regulatory guidelines. 
• Take an active role in leading and executing on projects or initiatives focused on enhancing tax support operations effectiveness, encompassing areas such as Learning and Development (L&D), Complaints Management, Content Development, Product Enhancement, and partnership ventures to ensure successful plan delivery. 
• Serve as a subject matter expert in the Cash App Taxes Product to provide guidance and support to front line support advocates to ensure swift consumer resolutions within program SLAs.
• Masterfully navigate our suite of tools to address tax filing inquiries, field escalations, and complaints with integrity, diligence, and efficacy. 
• Consistently demonstrate a high degree of empathy to address escalated customer issues with a focus on providing timely, accurate, and effective resolutions. 
• Create and apply innovative support tactics to tackle complex customer & product issues while maintaining compliance with Cash App Taxes Secondment and Complaint policies. 
• Perform thorough root cause analyses of escalations to identify emerging issue trends, bugs, patterns, and provide recommendations and insights for product enhancements and operational optimization to tax leadership and BPO partners.   
• Foster cross-functional relationships with diverse teams to perpetually refine the Cash App Taxes experience and serve as a valued resource to colleagues. 
• Assist with Partner onboarding in a sidekick capacity to improve training models and enhance advocate onboarding experience.  
• Exhibit unwavering professionalism and support excellence in all interactions, internal and external alike.

You Have

• 3+ years of direct customer support experience. Tax support experience preferred
• Excellent time-management and multitasking skills
• 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
• Genuine curiosity about people and business, while possessing the ability to inspire passion in others
• High bias to action regarding personal performance, including the ability to synthesize and implement feedback
• A desire to help people and improve the customer experience
• A passion for Cash App and tax