Job Description
Cash App’s Social Response team is looking for new Social Response Specialists! Someone in this role would get the opportunity to interact with and assist Cash App customers through Twitter, Facebook, Instagram, Reddit, TikTok, LinkedIn, and other social media channels as we expand. Additional role requirements include outage management, such as updating our Status Page and sharing Cash Customer Operations outage communications, along with various other projects as needed.
If you’re interested in further expanding your written communication, project management, crisis navigation, social media skills, and more, read on!
Attributes:
- Dealing with Paradox: You're flexibleーyou can adapt to any situation that arises on social media and can take action to resolve an issue for a celeb with millions of followers at the drop of a hat.
- Maintaining Composure: You're cool as a cucumber when things get hecticーhave a big outage on your hands? You're not sweatin' it, you've got this.
- Interpersonal Savviness: You value cross-functional relationships and can work well across the entire Cash App organization to get the job done.
- Navigating Ambiguity: Someone with 400,000 followers has an obscure question about Bitcoin that’s not in Knowledge? No worries, because you know exactly who to contact to figure it out.
- Respond to customer mentions directly and passively across our branded social media channels. (Twitter, Facebook, Instagram, Reddit, Tiktok, LinkedIn, and more to come soon!) Assist or escalate to appropriate teams as needed.
- Work with Brand/Marketing to respond to and address anything over social media that could have an impact on how Cash App is perceived as a brand.
- Participate in outage management by:
- Communicating with engineers/other CCO teams to drive an outages resolution
- Collaborate with other teams across the organization to compile customer experiences/information in the event of an outage.
- Share public communications on multiple platforms around the outage quickly and effectively, but also in a clear and concise manner.
- If continuously performing well and meeting KPIs, work with your lead to become involved in projects or initiatives impacting Social, CCO, outage management, content, team recognition, etc.
Qualifications
Ability to maintain confidentiality, keep customer and company information secure, as well as exercise strong judgment and professionalism at all times.
- Strong written communication skills, with the ability to explain complicated product and policy concepts in simple, jargon-free language using Cash App’s voice.
- A proactive nature, a sense of urgency, and a high degree of motivation to go above and beyond to meet the needs of our customers.
- A creative approach to problem solving, and a sense of humor (because, hi, it’s the internet).
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 the candidate's work location and may be may be modified in the future.
Zone A: USD $31.30
Zone B: USD $29.09
Zone C: USD $25.34
Zone D: USD $23.47
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.
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
- Additional Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources
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