Lending Operations Team Lead, Cash App

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.
The Role
Cash App's Lending Support team is building a unified Tier 2 operation focused on fast, effective, and high-quality resolution across all customer channels. As a Voice Channel Support Lead, you will manage a team of escalation specialists who resolve complex customer issues in real time, support frontline Advocates, and drive improvements in service, quality, and operational coordination.
This role combines people leadership, operational execution, and cross-channel expertise. You will oversee daily support queues while contributing to strategic initiatives in training, workflow optimization, tool usability, and performance insights. Your work will directly influence CSAT, escalation efficiency, and overall customer experience across Cash App.
You will report into the Cash Lending Support leadership structure and partner with Group and Channel Leads across People and Culture, Performance and Quality, Operations and Enablement, and Customer Experience.
You Will

• Lead a multi-channel support team that handles voice, email, and message-based escalations with a focus on resolution speed, service quality, and customer satisfaction
• Manage real-time operations across all queues including SLA adherence, concurrency standards, FIFO handling, and documentation compliance
• Coach and develop team members through structured feedback, performance conversations, and growth planning
• Analyze metrics such as SLAs, interaction time, complaint volume, and abandon rates to identify trends and drive improvements
• Partner with strategic Pod Leads and cross-functional teams to support broader operational and tooling initiatives
• Ensure compliance with all complaints-handling procedures while supporting audit readiness and quality standards
• Contribute to key objectives such as reducing escalation volume, increasing CSAT, and improving average wait times
• Participate in working groups, feedback loops, and process improvement efforts to strengthen team efficiency and the customer experience

You Have

• 2 or more years of experience leading support teams in real-time, high-volume, or regulated environments
• Proven success managing operations across voice, email, and chat channels with a focus on performance and service excellence
• Strong ability to interpret and act on support metrics to improve quality, reduce escalations, and coach effectively
• Familiarity with Tier 2 customer support, complaints, or escalation-level case handling, including compliance considerations
• Excellent communication and collaboration skills across multiple stakeholders and functions
• High standards for documentation, queue hygiene, and consistency in service delivery
• Ability to lead through change, prioritize during ambiguity, and maintain focus under pressure
• Even Better:
  
  • Experience working within the Cash App ecosystem or similar fintech environment
  • Familiarity with case management, QA, and customer feedback tooling such as Salesforce, Looker, or internal platforms
  • Background in risk operations, complaint resolution programs, or regulated support processes
  • Passion for people development, operational clarity, and creating strong team cultures

More About Cash App Lending
The Cash Lending Support team plays a vital role in protecting customer trust and empowering advocates to succeed. We handle complex issues with precision and care, focusing on fast response times, consistent resolution standards, and customer-first outcomes. We are building a Tier 2 support experience that connects operational excellence with a human touch.
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 will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.
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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 .
While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.
Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
To find a location's zone designation, please refer to this resource . If a location of interest is not listed, please speak with a recruiter for additional information.
Zone A:
$92,300 - $138,500 USD
Zone B:
$85,800 - $128,800 USD
Zone C:
$78,500 - $117,700 USD
Zone D:
$69,300 - $103,900 USD
Use of AI in Our Hiring Process
We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws.
Contact us at [email protected] with hiring practice or data usage questions.
Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.
Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we're helping build a financial system that is open to everyone.