Manager Escalation 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 app, bringing a better way to send, spend, invest, borrow and save to our millions of monthly active users. With a mission to redefine the world's relationship with money by making it more relatable, instantly available and universally accessible, at Cash App you'll have the opportunity to make a real-world impact with your career.

Today, Cash App has thousands of employees around the world with a culture geared toward creativity, collaboration and impact. We’ve been a distributed team since day one, and continue to value working across time zones and continents both remotely and in our Cash App offices.

Our offices are great, but many of our roles can be done remotely from the countries where Block operates. We tailor our experience to champion our employees’ creativity and productivity wherever they are.

Check out our locations, benefits and more at cash.app/careers.

The Role

We’re seeking a driven, resourceful Escalation Specialist to join our Cash Manager Escalations Team. In this role, you will handle Tier 2 Complaint Escalations across three front-line support channels, (voice, chat and email), and provide real-time guidance to our front-line advocates. We’re looking for Specialists with exceptional escalation management skills, a customer-first mindset, and the ability to navigate high-stakes interactions with customers who are frustrated or experiencing significant concerns.

The ideal candidate possesses a strong commitment to compliance, maintaining adherence to complaint handling procedures while de-escalating challenging situations, mitigating business risk, and empowering consumers through clear communication. You’ll play a vital role in educating customers to help them resolve issues within Cash Complaint Program SLAs. This role requires resilience, as it may involve managing interactions with consumers who are highly agitated or have made threats. All work is subject to external state and federal review, underscoring the importance of strict compliance with Cash App Complaint Program policies.

You Will

• Provide comprehensive support to the Customer Service team by investigating, managing, and resolving escalated customer complaints across in-app messaging, voice, and email channels. 
• Adhere to Cash App’s complaint management policies and regulatory frameworks, with a focus on real-time de-escalation and resolution.
• Master complaint handling compliance procedures and ensure all activities meet regulatory and policy standards.
• Become an expert in our products, technology and procedures to deliver the best possible support to our team members and customers and develop productive working relationships with a wide range of stakeholders (often product, technology, Risk, Compliance, etc)
• Perform thorough root-cause analyses on complaints to inform corrective action initiatives, addressing systemic, non-systemic, and operational issues to reduce future escalations.
• Collaborate cross-functionally with Product, Technology, Risk, and Compliance teams to drive continuous improvements in the Cash App experience, building and maintaining productive relationships with internal stakeholders to ensure efficient and effective complaint resolution
•  Ability to prioritize customer satisfaction and empathy, even in challenging, high-pressure situations.

You Have

• Proven experience in managing Tier 2 (or higher) complaint escalations, with a strong understanding of escalation protocols and resolution techniques in a regulated environment.
• A passion for enhancing the customer experience while adhering to regulatory policies and internal procedures.
• Exceptional written and verbal communication skills, with the ability to represent Cash App professionally.
• Strong analytical skills to assess situations quickly and make informed decisions in ambiguous circumstances.
• Ability to work effectively across functions within Block, Inc.
• Weekend availability required.

Preferred Qualifications

• Minimum of 3 years in a customer support or escalation management role, preferably in financial services or fintech. Experience in handling high-stakes escalations across multiple channels (voice, chat, and email) is essential.

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.