Job Description

Advocate Escalation Specialists are tenured, knowledgeable, and experienced customer support specialists who serve as subject matter experts delivering high-quality support to front-line advocates across various channels through Live Agent escalations. Our team partners cross-functionally to identify trends that could drive process improvements, solve complex problems, and eliminate friction-causing roadblocks. As a support team, we strive to provide high-level customer service and drive improvements to enhance the customer experience.

In this role, you will:

• Handle complex Live Agent chat escalations from Cash App’s frontline support team where you take action on customer accounts, provide workflow and knowledge guidance, and act as a subject matter expert
• Develop an in-depth understanding of our platform and internal tooling to provide accurate and comprehensive assistance
• Creatively and resourcefully address complex customer issues
• Responsibly navigate our tools with privileged access, visibility, and permissions
• Continuously provide detailed feedback to advocates and leads, helping streamline and improve our processes and ways of working
• Partner with a variety of cross-functional teams to identify trends that could drive process improvements to continually improve the Cash App experience
• Ensure adherence to all regulatory and compliance standards in the financial industry.
• Take on additional responsibilities as requested

Qualifications

• Experience in a fast-paced environment working with internal or external customers
• Proven ability to make decisions with limited available information
• Strong organizational, analytical, written, and verbal communication skills
• Demonstrated ability to work cross-functionally and demonstrate strong interpersonal savvy
• Have a passion for problem-solving, coaching, and process improvement
• Excellent time-management and multitasking skills
• 1 or more years of experience in an escalation role preferred
• Flexible availability is required. We are hiring for shifts that will apply for all hours of coverage: 5 AM - 12 AM CT

Work Environment

• A dedicated workspace free from distractions, noise, and interruptions
• Reliable high-speed internet connectivity

** This role is open to PDX, STL, ATL, PHL, or Remote**

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 $34.43
Zone B: USD $32.02
Zone C: USD $27.89
Zone D: USD $25.82

In addition to the regular hourly rates listed above, this role may be eligible for a shift differential for employees who are scheduled to work weekend (Saturday/Sunday) shifts.

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

These benefits are further detailed in Block's policies. 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.

US and Canada EEOC Statement

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.