Company Description

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 47 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.

Check out our locations, benefits, and more at cash.app/careers.

Job Description

The Cash App Consumer Payments Team is responsible for building and managing a scalable operating environment for our fast growing business with multiple, external partners and internal, cross-functional stakeholders. In this role, you’ll be responsible for ensuring the ongoing health of our disputes platform. This includes managing external partners, driving operational projects, investigating issues, and participating in cross-functional initiatives for Cash. Reporting to the Consumer Payments Disputes Lead, you will be collaborating with other disciplines to further our high standard of performance by executing and communicating operational standards and best practices. 

You will:

• Support operations associated with payment disputes and chargebacks. This includes developing deep understanding and knowledge of our KPIs and costs, driving backend service improvements and advising ongoing product initiatives. 

• Design and monitor reports that capture deep insights into our dispute program, including both industry standard chargeback reporting as well as Cash-specific metrics. 

• Be the subject matter expert of chargeback network rules and processes, and keep tabs on changes in the industry to understand how network regulations will impact our business. 

• Partner with Risk, Data Science and Engineering teams to implement and monitor a best-in-class chargeback response program, and work to identify gaps, examine opportunities, and make recommendations to balance cost and performance. 

• Partner with our external payment partners and key issuing banks to identify and improve operational procedures as they relate to chargebacks and payment disputes. 

• Advocate for our operational teams to ensure our tools are optimized for existing and developing use cases.

Qualifications

• 5+ years of operations & partner management experience within e-commerce, payments, or risk. 

• Understanding and experience with fraud, chargebacks, and payment disputes. 

• Exceptional collaborative and troubleshooting/deductive skills including the ability to engage in operational incidents with emerging data to assess impact and drive cross functional collaborative resolution in a timely manner.

• Previous experience working with external partners and vendors.

• Solution oriented w/ strong analytical skills. Experience with data reporting & dashboards, identifying trends and creative problem solving.

• Exceptional written and verbal presentation skills coupled with the ability to drive consensus.

Additional Information

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.

Zone A: USD $153,600
Zone B: USD $145,900
Zone C: USD $138,200
Zone D: USD $130,600

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. 

Full-time employee benefits include the following:

• 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 

These benefits are further detailed in Block's policies. This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

US and Canada EEOC Statement

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 a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

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.

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

We’ve noticed a rise in recruiting impersonations across the industry, where individuals are sending fake job offer emails. Contact from any of our recruiters or employees will always come from an email address ending with @block.xyz, @squareup.com, @tidal.com, or @afterpay.com, @clearpay.co.uk.

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

While there is no specific deadline to apply for this role, on average, U.S. open roles are posted for 70 days before being filled by a successful candidate.