Bitcoin Customer Support Leader

Bitcoin Customer Support Leader

Block is seeking an experienced customer support leader to scale and elevate our bitcoin-related customer service for Cash App users. This remote-friendly role is based in San Francisco, CA, with the option to work remotely from anywhere in the United States.

Role overview

As the Bitcoin Customer Support Leader, you will build and lead a high-performing team responsible for delivering world-class support for bitcoin and crypto-related features within Cash App. You will shape support strategy, drive operational excellence, and partner closely with Product, Engineering, Security, and Compliance to improve the user experience and product reliability.

What you’ll do

• Build, mentor, and manage a growing Bitcoin Customer Support team. Define hiring plans, set goals, and conduct performance evaluations.
• Design, implement, and optimize support processes, playbooks, and knowledge bases. Establish and monitor SLAs to improve first-contact resolution and customer satisfaction.
• Lead day-to-day operations for crypto-related inquiries (bitcoin transfers, wallets, security, fees, and compliance) and manage high-priority escalations.
• Collaborate with Product, Engineering, Security, and Compliance to drive product improvements and reduce customer friction.
• Analyze support metrics, identify trends, generate insights, and drive data-informed improvements across the organization.
• Develop training programs, onboarding, and ongoing development for support teammates.
• Represent the customer voice in cross-functional initiatives and advocate for customer-centered solutions.

Qualifications

• 5+ years of leadership experience in customer support, preferably within fintech or cryptocurrency.
• Proven track record of scaling and managing remote or distributed teams.
• Exceptional written and verbal communication, empathy, and a customer-centric mindset.
• Strong analytical skills and experience with CRM platforms (e.g., Zendesk) and data analysis; SQL knowledge is a plus.
• Ability to own and resolve complex escalations and drive cross-functional collaboration.
• Bachelor’s degree or equivalent experience; ability to thrive in a fast-paced, remote environment.

Benefits

Competitive compensation and comprehensive benefits. Opportunity to influence millions of Cash App users and advance crypto-related products at Block.

Location

Remote within the United States or based in San Francisco, CA.

How to apply

Apply via the Block careers page using the link above.