Brokerage Operations Front Office Service Lead

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

The Brokerage Operations Front Office Service Lead is a critical position in our organization, responsible for managing a team of frontline specialists to ensure operational excellence and continuous improvement in service delivery. This role combines strong leadership with strategic oversight, driving high standards of customer service within our brokerage operations. As the leader of our service function, the Service Lead works with leadership to implement initiatives that enhance efficiency and effectiveness, optimizing client interactions and directly impacting our business success. This role requires a solid commitment to quality and performance, empowering the team to meet and exceed our business goals.

You Will

• Provide real-time floor support and guidance to frontline specialists.
• Conduct performance coaching, development, and accountability through regular 1:1s, performance reviews, and KPI tracking.
• Foster team collaboration and maintain a positive work environment.
• Manage team scheduling, ensure adequate staffing during peak periods, and handle timesheet and PTO approvals.
• Monitor and optimize queue health, service levels, and partner team performance.
• Coordinate training opportunities, professional development plans, and customer experience projects.
• Generate, analyze, and report key performance metrics to leadership.
• Address escalated issues, performance concerns, and recognize achievements.
• Maintain team documentation, records, and ensure compliance with company policies and regulatory requirements.
• Identify and implement process improvements and operational enhancements.
• Maintain effective cross-team relationships and ensure alignment with organizational goals.
• Document and share best practices and provide feedback for optimization of operations.

Required Qualifications

• Series 7, 63, 24 FINRA licenses
• 3+ years of experience in brokerage operations or financial services
• 2+ years of direct team leadership experience
• Strong understanding of securities industry regulations and compliance requirements

Required Skills

• Exceptional leadership and coaching abilities
• Strong analytical and problem-solving skills
• Excellent verbal and written communication
• Proficiency in data analysis and reporting
• Advanced knowledge navigating CRMs and various tools such as Gsuite, Confluence and AWS
• Experience with workforce management systems
• Strong project management capabilities
• Previous experience in a regulated financial environment
• Knowledge of customer service metrics and KPIs

Preferred Qualifications

• Experience with performance management systems
• Background in process improvement methodologies

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.