- 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
- 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
- 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
-
Product Lead, Support Product
1 week ago
Afterpay San Francisco, United States**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 ecosystem, developing unique financial products, including Afterpay ...
-
Production Support
2 weeks ago
MillerKnoll, Inc. San Francisco, United StatesIf you're looking for a fulfilling manufacturing career, you've come to the right place. At MillerKnoll, we're searching for dedicated manufacturing talent to support our business growth. Whether you're looking for an entry-level role or you're a skilled tradesperson, we have a p ...
-
Production Support
2 weeks ago
MillerKnoll, Inc. San Francisco, United StatesIf you're looking for a fulfilling manufacturing career, you've come to the right place. At MillerKnoll, we're searching for dedicated manufacturing talent to support our business growth. Whether you're looking for an entry-level role or you're a skilled tradesperson, we have a p ...
-
Product Head of Support Product
1 week ago
Square San Francisco, United States Full timeCompany 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 ecosystem, developing unique financial products, including Afterpay/Clear ...
-
Product Lead, Support Product
3 weeks ago
Block San Francisco, United States Full timeCompany 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 ecosystem, developing unique financial products, including Afterpay/Clearp ...
-
Product Support Specialist
2 weeks ago
Ascend San Francisco, United StatesWhat we do · Ascend is a fintech company building the financing and payments infrastructure for the $2.1T insurance market (did you know insurance premiums make up 7.2% of global GDP?). More than 40% of payments are still made with paper checks resulting in poor customer experien ...
-
Application Production Support
2 weeks ago
Photon USA San Francisco, United StatesJob Description · Greetings Everyone · Who are we? · For the past 20 years, we have powered many Digital Experiences for the Fortune 500. Since 1999, we have grown from a few people to more than 4000 team members across the globe that are engaged in various Digital Modernizat ...
-
Production Support Engineer
2 days ago
Invitae San Francisco, United StatesInvitae is a leading medical genetics company trusted by millions of patients and their providers to deliver timely genetic information using digital technology. We aim to provide accurate and actionable answers to strengthen medical decision-making for individuals and their fami ...
-
Product Support Engineer
3 days ago
Botrista San Francisco, United StatesAbout Us: · At Botrista, we are transforming beverage culture with intuitive drink-making technology guided by Nature herself. By allowing restaurants to easily expand menus without added complexity, we're driving incremental growth with the push of a button. · Awarded as one o ...
-
Production Schedule Support
4 weeks ago
Varex Imaging Corporation West Valley City, United StatesPerforms planning and scheduling functions involved with coordinating products and materials through various production phases. Implements planned production schedules, labor loading and capacity requirements. Reviews schedules to determine materials Production, Support, Manufact ...
-
Production Support Engineer
4 weeks ago
Salesforce San Francisco, United StatesS:Candidates having min of 10 years of relevant technical experience. Ability to take a sophisticated problem, analyze, design, educate team members on it and work with them to solve the problem with high quality and on time. Lead teams/work across t Support Engineer, Production, ...
-
Production Support Engineer
3 weeks ago
Invitae San Francisco, United StatesInvitae is a leading medical genetics company trusted by millions of patients and their providers to deliver timely genetic information using digital technology. We aim to provide accurate and actionable answers to strengthen medical decision-making for individuals and their fami ...
-
product support specialist
1 week ago
Home Depot Management Company, LLC West Valley City, United StatesPosition Purpose: · The Product Support Specialist is responsible for handling escalated requests, maintaining tracking of licenses and software application discs, license keys, and the PCLS software server, and nurturing vendor relationships. · The Product Support Specialist i ...
-
Production Support Engineer
3 days ago
Salesforce San Francisco, United StatesTo get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. · Job Category · Software Engineering · Job Details · About Salesforce · We're Salesforce, the Customer Company, inspiring the futu ...
-
Production Support Engineer
3 weeks ago
Salesforce, Inc. San Francisco, CA, United StatesInc's Candidate Privacy Notice contains more details about the handling and use of the personal data of job applicants. · For more information about our website privacy practices, please see our Privacy Statement. · Production Support Engineer - Multiple Levels page is loaded ...
-
Sr. Product Support Engineer
3 weeks ago
Russell Tobin & Associates San Francisco, United States· What are we looking for in our Sr. Product Support Engineer? · The Information Technology team at Russell Tobin & Associates is supporting a top healthcare organization that has an opening for a remote Sr. Product Support Engineer. · Duration: 6 months contract, possibility of ...
-
Application Production Support Manager
2 days ago
Akkodis San Francisco, United StatesWe are seeking an Application Production Support Manager to join our client for a contract-to-hire opportunity. The Application Production Support Manager will be responsible for overseeing the efficient &effective operation of application systems, ensuring maximum uptime and per ...
-
Application Production Support Engineer
1 day ago
Akkodis San Francisco, United StatesWe are seeking an Application Production Support Engineer to join our client for a contract-to-hire opportunity. The Application Production Support Engineer will be responsible for using their technical expertise to ensure timely resolution of issues and continuous improvement of ...
-
Sr. Product Support Engineer
2 weeks ago
Russell Tobin San Francisco, United States· What are we looking for in our Sr. Product Support Engineer? · The Information Technology team at Russell Tobin & Associates is supporting a top healthcare organization that has an opening for a remote Sr. Product Support Engineer. · Duration: 6 months contract, possibility o ...
-
Product Support Engineer II
2 weeks ago
Linux Foundation San Francisco, United StatesCompany Description · The Linux Foundation is creating the greatest shared technology investment in history by enabling open source collaboration across companies, developers, and users. We are the organization of choice to build ecosystems that accelerate open technology develo ...
Product Head of Support Product - San Francisco, United States - Block
Description
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 ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47 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.
Check out our locations, benefits, and more at
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
Qualifications
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 job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
Zone A: USD $290,000 - USD $435,000
Zone B: USD $290,000 - USD $435,000
Zone C: USD $290,000 - USD $435,000
Zone D: USD $290,000 - USD $435,000
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:
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.
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, veteran status, 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, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
We've noticed a rise in recruiting impersonations across the industry, where individuals are sending fake job offer emails. Contact from any of our recruiters or employees will always come from an email address ending with @ , @ , @ , or , @ .
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.
While there is no specific deadline to apply for this role, on average, U.S. open roles are posted for 70 days before being filled by a successful candidate.