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.

The Role

Cash App values exceptional customer support driven by both people and technology. We are seeking a motivated and detail-oriented Complaints Specialist to handle complaint resolution for our newest Lending products, ensuring timely and accurate responses. In this role, you will manage complaint data, implement process improvements to enhance customer satisfaction, and mitigate legal risks. 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

• Manage customer complaints related to Cash App Lending Products proactively and ensure end-to-end resolution
• Ensure all complaints are managed within the Company’s target SLAs.
• Provide analysis of complaint data/trends and identify potential corrective or preventive actions.
• Records the details of complaints;
• Identify, document and follow up with support teams on complaint resolution and research
• Collaborate with members of other teams to root out answers and be a resource to teammates

You Have

• 1+ years of professional experience with either a financial institution or complaint management preferred
• Experience fostering and developing key relationships with both external and internal stakeholders
• Excellent written and oral communication skills
• Experience in direct customer or client-facing roles
• Coachable mindset, interested in implementing feedback, and dedicated to continuous personal improvement
• Comfort with ambiguity and resilient when facing rapid change
• Excellent organizational and time-management skills
• A passion for Cash App and customers engaging with our platform
• An ability to work weekends as part of a rotating schedule; working-hours flexibility
• An ability to work public holidays as needed

#customerops

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

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations throughout the recruitment process. If you require an accommodation, let your recruiter know.

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.