Cash App, Manager Escalations Specialist

Overview

Block is seeking a Manager Escalations Specialist for Cash App to lead the Escalations function within Cash App Support & Operations. In this role you will own the end-to-end escalation lifecycle, partner with Product, Legal, Compliance and other teams to resolve high priority customer issues, and drive process improvements that enhance the customer experience.

Responsibilities

• Lead end-to-end escalation triage, investigation, and resolution for high priority Cash App customer issues
• Develop and maintain escalation playbooks and standard operating procedures
• Collaborate with Product, Legal, Compliance, Risk and Customer Success teams to resolve complex cases
• Analyze data to identify trends, root causes, and opportunities for process improvement
• Improve response SLAs and customer communications to ensure timely, empathetic updates
• Mentor, coach, and grow a team of escalation specialists
• Coordinate with QA to ensure quality and consistency in handling escalations
• Lead post mortems and cross-functional follow-ups to prevent recurrence
• Build dashboards and metrics to report on escalation performance and impact
• Influence leadership decisions and scale the function with business growth
• Contribute to overall customer experience strategy across Cash App

Qualifications

• 5+ years in customer support, operations, or escalation management
• Excellent written and verbal communication with strong empathy
• Proven ability to manage complex customer issues and collaborate across functions
• Experience with CRM systems (eg, Zendesk, Salesforce) and data analysis
• Strong project management, process improvement, and cross-functional collaboration skills
• Bachelor’s degree or equivalent experience
• Knowledge of fintech or Cash App is a plus

Benefits

• Comprehensive medical, dental, and vision coverage
• 401(k) with company match
• Generous paid time off and parental leave
• Flexible, remote-friendly work environment with opportunities for growth

Location

Remote (US-based). Remote-friendly with occasional in-person collaboration as needed. Regional focus: North America.

About Block

Block, Inc. builds financial services and payments products that empower people to engage with commerce in new ways. Cash App is a product within Block that simplifies money movement and financial management for individuals.

Equal Opportunity

Block is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.