Facebook pixel

Head of Voice Support Operations
Confirmed live in the last 24 hours
Atlanta, GA, USA
Experience Level
Desired Skills
  • 15+ years of relevant CS operations work experience, with 10+ years of multi-tier (managing managers) people management experience required at companies with significant scale
  • Past product and/or project management experience and deep background scaling complex operations from inception to hundreds of team members, particularly within a technology company
  • Experience creating, building, optimizing B2C Customer Success operations, particularly in a fast-paced startup or tech environment, and experience with leading partner (BPO) teams to achievements equivalent to internal teams
  • The ability to effectively influence and communicate cross-functionally throughout an entire organization and excellent written and verbal communication skills
  • Creative problem-solving abilities and expertise in balancing and articulating trade-offs at scale
  • A passion for consumer financial services and ensuring an outstanding customer experience
  • Utilizing deep product and industry knowledge to implement and improve on best practices while serving as a strong cross-functional leader and advocacy role model for support
  • Coaching and mentoring team members with a focus on professional development and upstream, preventative, future-proof thinking
  • Driving improvements in customer satisfaction across channels by understanding the struggle and support needs of our customers and how our teams can best respond
  • Owning the efficiency and quality balance of the Customer Success operation, smartly investing in both, while incorporating cost considerations, to help maximize our investments in our people and build our talent for the future
  • Developing and managing the metrics to measure the growth, performance and impact of the team, and set goals and provide progress updates
  • Treating the Customer Success operation as a product at Cash App, innovating, experimenting and iterating on the customer experience
  • Developing and leading end-to-end holistic project plans and ensuring on-time delivery of critical customer success initiatives
  • Gathering and synthesizing relevant data, suggesting improvements in the tools, approaches, processes, and techniques to help scale the team
  • Scaling the Customer Success team by capitalizing on opportunities for increased effectiveness and efficiency, driving productivity and quality initiatives and working tirelessly to empower the front-line advocates

1,001-5,000 employees

Digital payment processor
Company Overview
Square's mission is to ensure that all businesses are able to participate and thrive in the economy. The company is building infrastrucutre for online payments.