Square is hiring a
Product Head of Support

Summary

The job involves defining the product strategy for Cash App's Customer Support team, understanding customer and agent needs, partnering with various teams, and managing four Product Managers. The role is flexible in terms of location as long as it is where Cash App operates. The salary range is provided based on zones A, B, C, and D.

Requirements

• 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

Responsibilities

• 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

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