Customer Success Operations Manager, Block
$85.7-139.6k
Salary is dependent on location. This role is also eligible to participate in Block's equity plan and may be eligible for a sign-on bonus
More information about location
Financial services ecosystem
Job no longer available
Financial services ecosystem
1001+ employees
Job no longer available
$85.7-139.6k
Salary is dependent on location. This role is also eligible to participate in Block's equity plan and may be eligible for a sign-on bonus
More information about location
1001+ employees
Company mission
To create better tools to help everyone access the economy.
Role
Who you are
- 5+ years' experience in Call Center Management including operational expertise
- 5+ years' experience managing BPO's
- Solid outsourced Contact Center or BPO management experience with inbound, outbound, chat and email
- Experience with evaluation and leadership of off-shore operations
- Ability to travel up to 25% of the time and lead and inspire an inhouse workforce (Travel to include International locations)
What the job involves
- The Customer Success team is the centre of customer and fan communication
- We are the hub for the organization to understand why customers are contacting us, and relay that information cross functionally
- We are looking for an individual who will manage the daily relationship with the call centre vendor operations, ensuring planning, staffing and direction of the operational functions
- You will develop any ramp planning based on product launches, marketing initiatives, and other cross functional roadmap activities
- You will report to the Head of Customer Success and Operations
- Manage an outsourced team of customer support advocates to the voice of the fan to the business
- Identify friction within the fan experience and communicate to internal stakeholders and drive policy and process changes
- Responsible for vendor onboarding and offboarding for all needed TIDAL/Block systems and tools
- Work with vendors WFM and TIDAL F&S team on staffing estimates
- Monitor overall KPIs to ensure performance and contract SLAs are met
- Be knowledgeable with current SOW's and Amendments that are currently in place, and provide recommendations for needed changes
- Gather information from the internal CS team and sharing anything that would be volume-impacting with WFM (i.e. product launches, email blasts, etc.)
- Work with vendor and our teams to manage any needed staffing adjustments related to manual projects
- Solicit candidates for additions/replacements on dedicated queues and provide preliminary recommendations (approve/deny) based on a ticket audit
- Collaborate with Training and Content Managers on needed agents resources as identified by vendor
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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