Product Lead, Block
Agent Tools
$269.6-329.5k
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
Financial services ecosystem
Job no longer available
Financial services ecosystem
1001+ employees
Job no longer available
$269.6-329.5k
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
1001+ employees
Company mission
To create better tools to help everyone access the economy.
Role
Who you are
- 12+ years of relevant product management or equivalent experience
- Experience leading and managing a high-performing, high-impact product team that consistently delivered results
- Experience being responsible for the outcomes of your product along with defining and owning a complex roadmap or several related roadmaps without any guidance
- Passion for making it easier for customers to get helpful and caring support
- Possess both expertise and passion in AI - you’re following all the latest improvements and testing it yourself
- Bonus: You’ve integrated AI within customer support.
- Strong record in empowering others to drive a product’s success
- 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
- Developed buy-in from executives and other stakeholders through exceptional communication
What the job involves
- We want customer support to be the top reason why people trust Cash App with their money. We want to build lasting trust with customers by making it easier to get helpful and caring support that resolves their issues
- As the Product Lead for the Agent Tools product teams, you will be responsible for making it easier for agents to find the information and take the actions needed to fully resolve more of our customers’ issues
- Redefine and develop the product strategy, roadmap, and prioritization for support agent tooling
- Be responsible for a scope that includes the tooling strategy and experience for frontline agents and escalated review teams both during an active case and outside of it, case routing to the right team, guided workflows, case summaries, recommended actions and responses for agents, and customer complaints tooling
- Coordinate actions within and across three dedicated product teams of Product Managers, Designer, Server Engineers, Machine Learning Modelers, Machine Learning Engineers, and Data Scientists, to continuously and successfully deliver on the strategy and roadmap
- Set up the tools to scale for new products and features that other product teams can update to address customer issues
Our take
Block is a financial services technology company comprising of Square, Cash App, Spiral, TIDAL, and TBD. Its biggest brand, Square, offers hardware and software for small to medium-sized businesses enabling them to manage the entire payment lifecycle. It functions similarly to Shopify and Stripe, but has paired online payment processing with physical devices such as registers, payment terminals, and mobile card readers.
The business was originally founded as Square in 2009 by Jack Dorsey of Twitter fame. Already well-established with SMEs all over the globe, Square has significantly benefited from the increased demand for mobile payment systems. Its order management feature remains a go-to tool for small businesses that otherwise didn't have the proper infrastructure in place when demand for home delivery surged.
Square rebranded as Block in December 2021, with the Square brand name remaining in place for their seller business. The company has since come under fire for its security practices, facing lawsuits in relation to a major breach of CashApp user data, and in 2024 announced plans to reduce its workforce in order to cut costs. Despite these setbacks, there is every chance the business will move past this, though it may take some time to rebuild trust in its product.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Company benefits
- 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
Company HQ
SoMa, San Francisco, CA
Leadership
Jack Dorsey
(CEO)Having studied at and dropped out of New York University, Jack founded Twitter in March 2006, where he has served as CEO since. He co-founded Square with Jim in February 2009, and has remained its CEO ever since.
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