Teams at Cash App

Investigate and resolve complex escalated customer complaints under Afterpay/Clearpay policies and FCA regulatory requirements. Manage multiple cases, support frontline teams, identify complaint trends, recommend process improvements, and collaborate with Operations, Product, and Technology stakeholders. Monitor offshore team performance against service-level agreements, efficiency metrics, quality standards, and key performance indicators while delivering fair outcomes for customers, including vulnerable customers.

Leads a team of five outbound business development representatives generating SMB and mid-market merchant pipeline. Responsibilities include hiring, onboarding, coaching, performance management, outbound strategy, messaging, account targeting, and cross-functional collaboration with sales, marketing, CRM, and strategy teams. The role also requires using data, AI capabilities, and modern sales technology to improve team performance and operations.