Cash App – Manager Escalations Specialist

Proven experience in managing Tier 2 (or higher) complaint escalations, with a strong understanding of escalation protocols and resolution techniques in a regulated environment.
Exceptional written and verbal communication skills, with the ability to represent Cash App professionally.
Strong analytical skills to assess situations quickly and make informed decisions in ambiguous circumstances.
Ability to work effectively across functions within Block, Inc.
Weekend availability required.

Provide comprehensive support to the Customer Service team by investigating, managing, and resolving escalated customer complaints across in-app messaging, voice, and email channels.
Adhere to Cash App’s complaint management policies and regulatory frameworks, with a focus on real-time de-escalation and resolution.
Master complaint handling compliance procedures and ensure all activities meet regulatory and policy standards.
Become an expert in our products, technology and procedures to deliver the best possible support to our team members and customers and develop productive working relationships with a wide range of stakeholders (often product, technology, Risk, Compliance, etc)
Perform thorough root-cause analyses on complaints to inform corrective action initiatives, addressing systemic, non-systemic, and operational issues to reduce future escalations.
Collaborate cross-functionally with Product, Technology, Risk, and Compliance teams to drive continuous improvements in the Cash App experience, building and maintaining productive relationships with internal stakeholders to ensure efficient and effective complaint resolution.
Ability to prioritize customer satisfaction and empathy, even in challenging, high-pressure situations.

Minimum of 3 years in a customer support or escalation management role, preferably in financial services or fintech. Experience in handling high-stakes escalations across multiple channels (voice, chat, and email) is essential.