Customer Success Advocate, Cash App Lending

Job Description
Cash App knows that great customer support is provided by both people and products. We are looking for a highly motivated and resourceful person who is dedicated to providing world-class support by exceeding expectations through each interaction with Cash App customers. This individual will focus primarily on our newest Lending products. In this role, you will provide support to Cash App customers with Lending questions/needs and become a leader in all inquiries Lending related. You will use your proximity to customers to identify issues to improve the customer experience. You are a fiercely loyal advocate for our customers, a creative problem-solver, and a collaborative team member. You are energized by working with people, while still being a strong independent worker. Successful advocates quickly become experts on Cash App Lending and have an opportunity to impact the product roadmap and customer experience on a small, nimble team.
* This role must sit within the Salt Lake City / Holladay, UT metro area.This is not a remote position.
What you’ll be accountable for:
● Effectively solve customer Lending inquiries via email communication
● Hold a high bar for Support when owning customer interactions
● Identify, document and follow up with support teams on product bugs and features
● Advocate for customers by identifying trends in issues and suggesting improvements to
Processes, policies and products
● Recognize errors and draft improvements to content in the external Support Center and
Internal documentation
● Collaborate with members of other teams to root out answers and be a resource to
Teammates
● Report to a Customer Success Lead