Social Response Specialist, Cash App

Job at Cash App

Portland, OR

Full time

About the job

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

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.

Responsibilities

  • 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.
  • Identify areas of opportunity within our current processes, and make recommendations for improving. Bonus points if you own making the improvements yourself!
  • Attend weekly team syncs / 1 on 1’s with your lead / other miscellaneous meetings, and actively participate by being a resource for others, coming prepared with feedback, questions, ideas, and being present. Participation is important!

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).
  • Flexible availability. Cash Social is online daily from 5:00a-7:00p PT. Shift options are generally: Sunday-Thursday, Tuesday-Saturday, or varying 4x10 schedules.

Additional InformationTo 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.

Company: Cash App

Website: https://cash.app/

Skills: community-managercontent managercommunity managermanagement

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