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.

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. We’re looking for Specialists with exceptional escalation management skills, a customer-first mindset, and the ability to navigate high-stakes interactions with customers who are frustrated or experiencing significant concerns.
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’ll play a vital role in educating customers to help them resolve issues within Cash Complaint Program SLAs. This role requires resilience, as it may involve managing interactions with consumers who are highly agitated or have made threats. All work is subject to external state and federal review, underscoring the importance of strict compliance with Cash App Complaint Program policies.