Voice of the Customer Specialist (Remote Jobs Hiring ASAP)

Job Responsibilities : Voice of the Customer Specialist (Remote Jobs Hiring ASAP)

Salary : Competitive Salary

Company : Cash App

Company Description
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.

Job Description
The Voice of the Customer team quantifies and drives resolution of customer issues across the business. As a VOC Specialist, you will take a data-driven approach to identifying our customers’ biggest pain points, and partner directly with Product, Engineering, and Operations leaders to drive resolution. You will also be responsible for partnering with customer-facing support teams to escalate emerging issues, and for delivering reporting and analysis of those issues and any related factors. This role reports to the VOC Lead, and sits within Cash Customer Operations. This role will support the Commerce product team, and focus on Cash App’s incentive programs, including the popular Boost feature.

You will:

Analyze and synthesize data from multiple sources to understand customer support case drivers and the underlying causes
Leverage your expertise and partnerships to escalate and drive resolution of the most important customer pain points and experience gaps.
Deliver reporting on key customer support metrics and trends to stakeholders
Anticipate and address customer pain points and experience gaps prior to feature launches

Collaborate with customer-facing support teams to understand and resolve internal pain points related to the products you support
Contribute key insights from the customer perspective during the change management process
Be a key stakeholder and potential Product Manager for various cross functional projects
Offsites with your team may require travel

You have:

2+ years professional experience working directly with product/engineering in a VOC or similar role as part of a support operations team
2+ years experience and demonstrable expertise with all of the following:
Analytics & reporting tools (SQL/Tableau/Looker)
Issue-tracking & project management software (Jira/Trello)
Large-scale CRMs (Salesforce/Zendesk)

Strong understanding of customer support operations & in-app support systems
Strong cross-functional communication and prioritization skills
Preferred experience in fintech and/or personal finance
Additional Information
Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

Zone A: USD $114,200 – USD $139,600
Zone B: USD $106,200 – USD $129,800
Zone C: USD $97,100 – USD $118,700
Zone D: USD $85,700 – USD $104,700

To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information.

Benefits include the following:

Healthcare coverage
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

Learning and Development resources
Paid Life insurance, AD&D. and disability benefits
Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources
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.

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, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other 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 a workplace that is fair and square? Check out our I+D page.

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

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