cashapp
Cash App, Manager Escalations Specialist
Remote Portland, OR, US
Posted Date: 09/11/25
We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible.
We’re seeking a driven, resourceful Escalation Specialist to join our Cash Manager Escalations Team. In this role, you will handle Tier 2 Complaint Escalations across three front-line support channels, (voice, chat and email), and provide real-time guidance to our front-line advocates.
The Role
The ideal candidate possesses a strong commitment to compliance, maintaining adherence to complaint handling procedures while de-escalating challenging situations, mitigating business risk, and empowering consumers through clear communication. You Will
Provide comprehensive support to the Customer Service team by investigating, managing, and resolving escalated customer complaints across in-app messaging, voice, and email channels. Adhere to Cash App's complaint management policies and regulatory frameworks, with a focus on real-time de-escalation and resolution. Master complaint handling compliance procedures and ensure all activities meet regulatory and policy standards. Become an expert in our products, technology and procedures to deliver the best possible support to our team members and customers. Perform thorough root-cause analyses on complaints to inform corrective action initiatives, addressing systemic, non-systemic, and operational issues to reduce future escalations. Collaborate cross-functionally with Product, Technology, Risk, and Compliance teams to drive continuous improvements in the Cash App experience. Ability to prioritize customer satisfaction and empathy, even in challenging, high-pressure situations. You Have
Proven experience in managing Tier 2 (or higher) complaint escalations, with a strong understanding of escalation protocols and resolution techniques in a regulated environment. A passion for enhancing the customer experience while adhering to regulatory policies and internal procedures. Exceptional written and verbal communication skills, with the ability to represent Cash App professionally. Strong analytical skills to assess situations quickly and make informed decisions in ambiguous circumstances. Ability to work effectively across functions within Block, Inc. Weekend availability required. We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class.
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The ideal candidate possesses a strong commitment to compliance, maintaining adherence to complaint handling procedures while de-escalating challenging situations, mitigating business risk, and empowering consumers through clear communication. You Will
Provide comprehensive support to the Customer Service team by investigating, managing, and resolving escalated customer complaints across in-app messaging, voice, and email channels. Adhere to Cash App's complaint management policies and regulatory frameworks, with a focus on real-time de-escalation and resolution. Master complaint handling compliance procedures and ensure all activities meet regulatory and policy standards. Become an expert in our products, technology and procedures to deliver the best possible support to our team members and customers. Perform thorough root-cause analyses on complaints to inform corrective action initiatives, addressing systemic, non-systemic, and operational issues to reduce future escalations. Collaborate cross-functionally with Product, Technology, Risk, and Compliance teams to drive continuous improvements in the Cash App experience. Ability to prioritize customer satisfaction and empathy, even in challenging, high-pressure situations. You Have
Proven experience in managing Tier 2 (or higher) complaint escalations, with a strong understanding of escalation protocols and resolution techniques in a regulated environment. A passion for enhancing the customer experience while adhering to regulatory policies and internal procedures. Exceptional written and verbal communication skills, with the ability to represent Cash App professionally. Strong analytical skills to assess situations quickly and make informed decisions in ambiguous circumstances. Ability to work effectively across functions within Block, Inc. Weekend availability required. We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class.
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