Quality Assurance Team Lead – St. Louis, MO – Cash App

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.

The Customer Success QA Lead, will lead a team of tenured, knowledgeable, and experienced CCO Quality Assurance Specialists who support the Customer Success part of the business. These Specialists provide high-quality and actionable written feedback through case review, meet weekly with Leadership to discuss trends and opportunities across the team, provide in-person feedback through the QA Coaching Program and QA Office Hours, work with Knowledge Operations/Learning & Development to ensure consistency/clarity across all content, meet internally weekly to stay calibrated, and  take on ad-hoc projects that support CCO initiatives and individual Advocate development.

You will not only lead this team of amazing Quality Assurance Specialists, but you will also continue to grow and develop the Customer Success Quality Assurance program, strengthen team culture and effectiveness, and foster growth and development within the team.

What Do Customer Success Managers on Quality Assurance Do?

• Serve as a source of knowledge for Quality Assurance expectations and processes to the rest of CCO Leadership.
• Host CS Leadership meetings to highlight trends and opportunities and promote a strong relationship between QA and CS.
• Ensure consistency of scoring across all members of the team by hosting calibration sessions and rubric/scoring deep dives.
• Coach and mentor team members with a focus on professional development and upstream thinking
• Develop and measure key performance indicators (KPIs) of team performance in the areas of efficiency, quality, and team calibration. Provides reports as needed.
• Utilize product and industry knowledge to drive results and develop innovative solutions
• Work cross-functionally within the CCO organization using data to identify trends, promote key initiatives, and remove barriers to success.
• Treat Quality Assurance as a product at Cash App, improving and iterating on the internal and external customer experiences.
• Lead end-to-end project plans and ensure delivery of essential success plans
• Gather and summarize relevant data, suggesting improvements in the tools and techniques to help scale the team
• Scale the Quality Assurance team by capitalizing on opportunities for increased efficiency, driving productivity plans, and maintaining an appropriate headcount as CCO scales.

• 6+ years of work experience with 3+ years of direct people management experience required
• Past project management experience
• Multi-channel leadership experience
• Experience building and scaling Customer Success operations
• The ability to effectively influence and communicate cross-functionally
• Creative problem-solving abilities
• Passion for Cash App and ensuring an outstanding internal and external customer experience

This role is open to Portland OR, St. Louis MO, Philadelphia PA, Atlanta GA, & U.S-Remote

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.