Product Head of Support Product, Block
$290-435k
+ Employee Stock Purchase Program
Financial services ecosystem
Be an early applicant
Financial services ecosystem
1001+ employees
Be an early applicant
$290-435k
+ Employee Stock Purchase Program
1001+ employees
Company mission
To create better tools to help everyone access the economy.
Role
Who you are
- 14+ years of product management or equivalent experience with experience in product support at scale
- People management and experiment leading teams: demonstrated ability to lead teams effectively, fostering a collaborative and supportive environment while achieving organizational objectives
- Shown high agency and attention to detail driving product teams forward daily
- Defined and owned a roadmap without much guidance
- Displayed strong customer empathy and experience shaping product direction and execution based on customer needs
- Resilience and experience driving cross-functional product initiatives in a successful way
- A hunger to tackle complicated and impactful product & business problems
- Appreciation for product design and the customer experience
- Strong strategic thinking, problem solving, and logical structuring abilities
- Comfort with ambiguity; the ability to independently lay out and test clear hypotheses, and solve problems without well-defined direction
- Experience working with and building tooling for large-scale operational teams
- Expertise and passion working with Machine Learning / AI to deliver operational efficiency
What the job involves
- Define the product strategy, roadmap, and prioritization end-to-end across the entire support from customer channel experience and automation to agent tools
- Deeply understand the needs of agents and customers to guide the overall Support Product team
- Partner with the Customer Operations team to achieve overall support goals
- Coach and develop four Product Managers, and improve the performance of the cross-funcational teams
- Partner with peer Leads across Designer, Client Engineering, Server Engineering, Machine Learning Modeling, Machine Learning Engineering, and Data Science
- We want customer support to be a key reason why people trust Cash App with their money. We want to build lasting trust with customers by making it easier to get help that resolves their issues
Our take
Block is a financial services technology company comprising of Square, Cash App, Spiral, TIDAL, and TBD. Its biggest brand, Square, offers hardware and software for small to medium-sized businesses enabling them to manage the entire payment lifecycle. It functions similarly to Shopify and Stripe, but has paired online payment processing with physical devices such as registers, payment terminals, and mobile card readers.
The business was originally founded as Square in 2009 by Jack Dorsey of Twitter fame. Already well-established with SMEs all over the globe, Square has significantly benefited from the increased demand for mobile payment systems. Its order management feature remains a go-to tool for small businesses that otherwise didn't have the proper infrastructure in place when demand for home delivery surged.
Square rebranded as Block in December 2021, with the Square brand name remaining in place for their seller business. The company has since come under fire for its security practices, facing lawsuits in relation to a major breach of CashApp user data, and in 2024 announced plans to reduce its workforce in order to cut costs. Despite these setbacks, there is every chance the business will move past this, though it may take some time to rebuild trust in its product.
Kirsty
Company Specialist
Insights
Few candidates hear
back within 2 weeks
19% employee growth in 12 months
Company
Company benefits
- Healthcare coverage (Medical, Vision and Dental insurance)
- Health Savings Account and Flexible Spending Account
- Retirement Plans including company match
- Employee Stock Purchase Program
- Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance
- Paid parental and caregiving leave
- Paid time off (including 12 paid holidays)
- Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees)
- Learning and Development resources
- Paid Life insurance, AD&D, and disability benefits
Company HQ
SoMa, San Francisco, CA
Articles
Leadership
Jack Dorsey
(CEO)Having studied at and dropped out of New York University, Jack founded Twitter in March 2006, where he has served as CEO since. He co-founded Square with Jim in February 2009, and has remained its CEO ever since.
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