Product Lead, Lending Support

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 50+ million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible.Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

Lending is one of Cash App’s fastest-growing ecosystems, spanning multiple brands and product lines — from Afterpay’s Pay-in-4 to Cash Borrow. As these experiences converge, we’re reimagining how support works: building unified systems, intelligent automation, and connected identity frameworks that deliver fast, personalized, and compliant help at scale.

As Product Lead, you’ll define and drive this transformation end to end – architecting the automation, identity, and data foundations that power both chat- and voice-based GenAI experiences, as well as advocate tooling that enable world-class human support. You’ll partner with Engineering, ML, Design, Product, Operations, and Compliance teams to deliver scalable experiences and platforms that strengthen customer trust while improving operational efficiency.

• Lead the long-term strategy for unifying and scaling support for our Afterpay and Cash lending products — building smarter automation, stronger platforms, and better advocate tools.
• Drive next-generation GenAI automation across chat and voice, designing intelligent, omnichannel experiences that resolve customer needs instantly and empathetically.
• Build the connective identity layer that links customer, product, and transaction data across ecosystems — enabling accurate routing, grounded AI responses, and seamless support across Cash and Afterpay.
• Partner with upstream product teams to reduce top contact drivers while modernizing the underlying support infrastructure.
• Champion customer trust and advocate productivity by ensuring support experiences are high quality, clear, and emotionally attuned in high-stakes financial moments.

• 8+ years of product management experience with a proven ability to drive complex, cross-functional initiatives from strategy through execution — ideally across support, fintech, or platform-scale domains.
• Wide-ranging experience leading automation and infrastructure transformation, applying professional judgment to design systems that blend AI, data, and operational workflows to deliver measurable business impact.
• Strong systems thinker who can evaluate ambiguous, multi-variable problems — balancing customer experience, compliance, and efficiency to shape scalable, long-term solutions.
• Strategic leader who defines methods and direction for new initiatives, coordinating across Engineering, Machine Learning, Operations, and Compliance to meet shared goals.
• Excellent communicator and influencer, capable of distilling complex technical concepts into clear narratives for executive, operational, and technical audiences.
• Experience in fintech or regulated environments is a strong plus; comfort working at the intersection of identity, data integrity, and automation is essential.

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We also consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page

Block will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.