Bitcoin Customer Support Leader

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

We're seeking a dynamic Customer Support Leader to build and scale our specialized Bitcoin Support operations at Cash App during an exciting period of growth and transformation. As we move toward a centralized, business-line-focused support structure, this key leadership role offers an opportunity to shape the future of our bitcoin support operations through both internal team development and strategic vendor partnerships. You'll build and develop a high-performing team of specialists while implementing improved support frameworks and expanding our vendor ecosystem to handle the full spectrum of Bitcoin-related customer inquiries.

This role combines hands-on leadership with strategic impact, as you'll help design and execute support strategies that align with our centralized model. Your experience building teams, managing vendor relationships, and leading through change will be essential as we evolve our support infrastructure to meet the sophisticated needs of our cryptocurrency customers. This is a unique opportunity to define the future of Bitcoin customer support at one of the world's fastest-growing financial platforms.

Work from anywhere: This role can be performed from any location in the United States.

You Will

Customer Support Leadership & Quality

• Build, lead and develop a team of Bitcoin Support Specialists handling the full spectrum of cryptocurrency inquiries


• Design and implement vendor partnership strategies to scale support operations effectively


• Drive continuous improvement in customer satisfaction and resolution metrics


• Ensure exceptional quality in all customer interactions across phone, messaging, and email channels


• Partner with Complaints Program Management team on complaint resolution


• Establish and maintain high standards for customer support excellence across all support channels


• Develop and implement customer service best practices in a rapidly changing environment

Operational Management & Team Development

• Develop and manage vendor relationships to expand support capabilities while maintaining quality standards


• Provide consistent coaching and feedback to improve customer interaction quality


• Monitor and optimize team and vendor performance metrics while adapting to changing requirements


• Manage escalation processes and critical customer issues effectively across all support channels


• Ensure rigorous compliance with regulatory requirements, AML/KYC protocols, and internal support policies, with particular focus on cryptocurrency-related regulations, BSA guidelines, and evolving fintech compliance frameworks


• Create and maintain documentation for customer support processes and vendor management


• Build team and vendor resilience and capability to handle high-pressure situations


• Navigate organizational structures to resolve complex customer issues efficiently

Strategic Initiatives & Cross-functional Partnership

• Collaborate with Product, Engineering, and other teams to improve customer experience


• Identify trends in customer issues and drive systematic improvements


• Partner with Learning and Development to enhance team capabilities


• Work cross-functionally to resolve complex technical and product issues


• Contribute to the development of new support processes and vendor management procedures


• Drive strategic improvements through innovative tools and technologies to scale support operations, including identifying and championing the adoption of AI-driven solutions to enhance team efficiency and effectiveness

You Have

• 5+ years of customer support leadership experience, with proven success in managing escalations teams


• Vendor partnership management experience


• Strong track record of improving customer satisfaction and team performance metrics


• Proven experience in building and scaling both program and customer support operations in a fast paced environments


• Strong change management skills


• Demonstrated ability to coach and develop customer service professionals


• Excellence in customer service quality management and process improvement


• Strong analytical skills for data-driven decision making


• Outstanding written and verbal communication skills

Even Better

• 2+ years of Bitcoin/cryptocurrency knowledge or experience


• Background in fintech or financial services customer support


• Experience with regulatory compliance (BSA, AML)


• PMP or similar project management certification


• Experience with AI/ML support tools


• Six Sigma or similar process improvement certification


• Experience working in matrix organizations