Digital Engagement Response Lead

The Role

The Digital Engagement team works with Buyers and Sellers through Social Media, Retail Partner & Review Sites (iOS App Store, Best Buy Product Page, TrustPilot etc.) and the Square Community. We build meaningful relationships with our customers through thoughtful engagement, proactive support, and community building.

As the Digital Engagement Response Lead, you'll be responsible for developing Digital Engagement Specialists through coaching, performance management, and quality assurance. You'll promote excellence in our customer interactions by maintaining rigorous quality standards and encouraging a culture of continuous improvement. Your leadership will help build and maintain a world-class operation that delivers exceptional customer experiences across all our digital channels.

You Will

• Lead performance management through structured coaching sessions, regular quality reviews, and development-focused 1:1s with all team members.
• Drive team excellence through detailed quality assurance reviews, ensuring quality scores across all channels.
• Deliver constructive feedback and coaching to improve response quality and maintain brand standards.
• Create and execute individual development plans focused on career growth and skill advancement.
• Monitor and maintain critical performance metrics including response times and customer satisfaction.
• Evaluate daily and weekly scheduling and coverage needs, ensuring optimal team performance and workload distribution.
• Implement and maintain performance tracking systems to identify coaching opportunities and recognize excellence.
• Carry out comprehensive onboarding and training programs for new hires, with emphasis on quality and performance standards.
• Drive improvements in customer satisfaction through data-driven coaching and process optimization.
• Build and maintain relationships with cross-functional partners to ensure aligned performance standards.

You Have

• 1 or more years of experience in a related field required.
• Demonstrated track record of performance management and team development, with measurable results in improving team metrics.
• Experience designing and implementing coaching programs that drive measurable improvements in quality and efficiency.
• Strong background in quality assurance and performance monitoring, preferably in a customer service or social media environment.
• Proven experience contributing to social community ecosystems and service channels, ideally in the customer service space.
• Superb communication skills, both written and verbal, with demonstrated ability to deliver effective feedback and coaching.
• Experience using performance data and metrics to identify trends and drive improvements.
• The ability to effectively influence and collaborate cross-functionally while maintaining high performance standards.
• Experience and comfort communicating in the public sphere, on behalf of a well-known, public brand. This requires the ability to maintain confidentiality, keep customer and company information secure, as well as exercise strong judgment and professionalism at all times.
• A proactive nature, a sense of urgency, and a high degree of motivation to drive team performance and customer satisfaction.
• A creative approach to problem solving — you must consider context and potential implications before simply following an established process.

Technologies We Use and Teach

• Sprinklr
• Khoros
• AppFollow
• BazaarVoice
• Incident.IO
• Localize.JS
• Salesforce
• Google Suites
• Slack

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.