Knowledge Management Lead

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.
Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We've been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.
The Role
The Knowledge Management Lead will drive the development and implementation of knowledge management strategies, enabling world-class customer support and operational excellence. This individual will have deep expertise in Knowledge Management Systems (KMS) and Content Management Systems (CMS), with a strong focus on Knowledge Centered Service (KCS) methodology and experience in a product-centric, customer operations environment. The Knowledge Management Lead will leverage their expertise in large-scale project management and people leadership to enhance knowledge access and usability across customer support teams.
You Will

• Lead and develop a high-performing Knowledge Management team, setting clear expectations and measurable goals to enhance knowledge usability and accessibility.
• Manage the design, implementation, and evolution of our KMS, ensuring it aligns with our operational objectives, product changes, and knowledge management best practices.
• Promote and apply KCS methodologies to improve the creation, organization, and dissemination of knowledge assets, fostering a self-service culture among our support agents and customers.
• Oversee large-scale, cross-functional knowledge projects, from conception through implementation, ensuring timely delivery and alignment with customer operations goals.
• Partner closely with Product, Compliance, Customer Operations, and other stakeholders to understand knowledge needs, align resources, and ensure the KMS supports evolving product and service requirements.
• Develop and track metrics that gauge the effectiveness of knowledge assets and the KMS, making data-driven recommendations to improve content relevance and system functionality.

You Have

• 7+ years of experience in Knowledge Management or a related field, with extensive experience in KMS and CMS platforms.
• Demonstrated expertise in Knowledge Centered Service (KCS) and experience implementing KCS principles within a customer operations environment.
• Proven experience managing large-scale projects and leading teams, with strong organizational skills and an ability to manage multiple priorities.
• Exceptional written and verbal communication skills, with the ability to distill complex information into accessible, user-friendly content.
• Proficient in data analysis, with experience defining and measuring KPIs and SLAs to improve knowledge accessibility and customer satisfaction.
• Experience working within an ambiguous environment, with a track record of driving clarity and alignment across teams and projects.
• Familiarity with CRM tools (Salesforce, Zendesk), CMS tools (Contentful, Acrolinx), and team intranets or knowledge platforms (Notion, Confluence).
• Experience in the tech or financial industry.
• Proven background in business process improvement and gap analysis.
• Knowledge of Cash App's product ecosystem and customer support workflows.

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 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 .
Block will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.
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.
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.
Zone A:
$135,200 - $202,800 USD
Zone B:
$125,800 - $188,600 USD
Zone C:
$119,000 - $178,400 USD
Zone D:
$108,200 - $162,200 USD
Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Check out benefits at Block.
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.