Voice of the Customer Specialist: Global Product, Cash App

Job Description

We are looking for an accomplished Voice Of The Customer specialist to join the team at Cash App! As a VOC Specialist, you will be a link between Customer Operations and the product teams building features used by millions of customers. Our Global Product teams are focused on expanding to new markets and creating an outstanding support experience, and you'll support their work by analyzing contact drivers, resolving customer problems, and providing valuable input during features development. This cross-functional role requires experience with analytics and reporting and an understanding of how product development teams collaborate to provide an amazing customer experience.

You Will:

• Represent the customer perspective to the teams behind Cash App's in-app support and global fiat currency features, with a focus on product quality and scaling support resources
• Lead the investigation, prioritization, and resolution of customer problems, proposing solutions and process improvements along the way
• Influence product and engineering decision-makers to provide the best possible customer experience, using data and qualitative analysis to inform your perspective
• Analyze and summarize data from multiple sources, including support contact drivers, product analytics, and sentiment analysis, to tell a complete story about the problems our customers are experiencing
• Surface important metrics and trends to partners, using your expertise to call attention to the most important problemsCollaborate directly with customer-facing support teams to understand problems and envision solutions
• Partner with the Knowledge Operations team to ensure readiness for changes to the app, such as bug fixes and feature releases

Qualifications

• 4+ years professional experience working directly with product/engineering in a VOC or similar role as part of a support operations team
• 4+ years experience and demonstrable expertise withCRM software (Salesforce/Zendesk)
• Reporting tools (Tableau/Looker/etc)
• Bug-tracking/project management tools (JIRA)
• Previous professional experience with international banking/fintech
• Experience with customer-facing support systems
• BA/BS preferred

Additional Information