Head of Product, Support

Job Description
Cash App's top strategic business priority is trust. Building deep trust with our customers allows us to deepen our financial relationship with them, introduce them to new products, increase our share of wallet for each service, and expand our customer base.
We want customer support to be a key reason why people trust Cash App with their money. We want to build lasting trust with customers by making it easier to get help that resolves their issues.
You Will

• Define the product strategy, roadmap, and prioritization end-to-end across the entire support from customer channel experience and automation to agent tools
• Deeply understand the needs of agents and customers to guide the overall Support Product team
• Partner with the Customer Operations team to achieve overall support goals
• Coach and develop four Product Managers, and improve the performance of the cross-funcational teams
• Partner with peer Leads across Designer, Client Engineering, Server Engineering, Machine Learning Modeling, Machine Learning Engineering, and Data Science

You Have

• 14+ years of product management or equivalent experience with experience in product support at scale
• People management and experiment leading teams: demonstrated ability to lead teams effectively, fostering a collaborative and supportive environment while achieving organizational objectives.
• Shown high agency and attention to detail driving product teams forward daily
• Defined and owned a roadmap without much guidance
• Displayed strong customer empathy and experience shaping product direction and execution based on customer needs
• Resilience and experience driving cross-functional product initiatives in a successful way
• A hunger to tackle complicated and impactful product & business problems
• Appreciation for product design and the customer experience
• Strong strategic thinking, problem solving, and logical structuring abilities
• Comfort with ambiguity; the ability to independently lay out and test clear hypotheses, and solve problems without well-defined direction
• Experience working with and building tooling for large-scale operational teams
• Expertise and passion working with Machine Learning / AI to deliver operational efficiency

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:
$290,000 - $435,000 USD
Zone B:
$290,000 - $435,000 USD
Zone C:
$290,000 - $435,000 USD
Zone D:
$290,000 - $435,000 USD
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.