Customer Success Advocate, Cash App Lending

The Role

Cash App values exceptional customer support driven by both people and technology. We are seeking a motivated and resourceful individual to provide world-class assistance, focusing on our newest Lending products. In this role, you will support customers with Lending-related inquiries, identify opportunities to enhance the customer experience, and become a key advocate for our users. As a problem-solver and team player, you’ll have the opportunity to influence the product roadmap while working in a fast-paced, collaborative environment.

You Will

• Effectively resolve customer lending inquiries via phone, providing clear, accurate, and empathetic communication.
• Maintain a consistently high standard of support, owning customer interactions from initial inquiry through resolution.
• Identify, document, and escalate product bugs or issues, ensuring follow-up with relevant support teams.
• Advocate for customers by recognizing patterns in customer feedback and suggesting actionable improvements to internal processes, policies, and product offerings.
• Recognize gaps and errors in existing external Support Center content and internal documentation, proactively suggesting and drafting necessary improvements.
• Collaborate cross-functionally with various teams, serving as a knowledgeable resource and assisting teammates in complex customer support scenarios.
• Ensure compliance with regulatory guidelines, company policies, and procedures during all customer interactions.
• Participate in ongoing training to stay informed on product updates, compliance changes, and customer service best practices.
• Report directly to a Customer Success Lead, providing regular updates and insights into customer interactions and feedback.

You Have

• 1+ years of experience in customer support phone operations, ideally within financial institutions, payment services, fintech, or related industries.
• Demonstrated experience in high-volume, direct customer-facing roles with a proven ability to handle challenging interactions positively and professionally.
• Excellent communication skills, including clarity, empathy, and active listening, with a genuine passion for helping customers resolve issues.
• Strong ability to multitask effectively, managing customer interactions while navigating multiple internal systems and applications.
• A resilient attitude, capable of thriving in a fast-paced, rapidly evolving environment, comfortably adapting to ambiguity and change.
• Genuine curiosity about customer needs and business operations, coupled with a passion for delivering outstanding service.
• A highly coachable mindset, eager to receive feedback and committed to ongoing personal and professional development.
• Exceptional organizational and time-management skills, enabling you to efficiently handle a high volume of calls and customer interactions.
• Flexibility to work weekends and public holidays as part of a rotating schedule, with availability for varied working hours.
• Basic proficiency in common customer service software (CRM systems, telephony platforms, chat tools) and productivity applications (Google Workspace).
• Enthusiasm for Cash App and a deep interest in enhancing the experience for customers actively engaging with our platform.

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 a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, based solely on the core competencies required of the role at hand, and without regard to any legally protected class. 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 an inclusive workplace? Check out our Inclusion & Diversity page

Full-time employee benefits include the following:

• Healthcare coverage (Medical, Vision and Dental insurance)
• Health Savings Account and Flexible Spending Account
• Retirement Plans including company match
• Employee Stock Purchase Program
• Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance
• Paid parental and caregiving leave
• Paid time off (including 12 paid holidays)
• Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees)
• Learning and Development resources
• Paid Life insurance, AD&D, and disability benefits

These benefits are further detailed in Block's policies. This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

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