customer success manager

senior account executive

risk analyst

quality coordinator

quality assurance coordinator

Cash App

A typical day at work is reviewing cases for various compliance reasons. The duties are fairly basic and become monotonous very quickly. This is not uncommon in compliance roles; however, Cash App has different departments that handle different aspects of a compliance review. Instead of owning a case from start to finish, your department does their part and then forwards it on to the next for their review. This has been incredibly unsatisfying and not like my past roles at other companies. 
I have not learned anything new and have not really been able to utilize any of my past knowledge. I absolutely do not see a pathway towards growth or promotion at Cash App. 
The culture of Cash App above all is a culture of high performance. All companies say they have one and want one...Cash App is the real deal. Incredibly difficult expectations in daily metrics and Quality Control (QC) scores are expected-and if not met-things get rather serious quickly. If daily KPI are not met, your Lead will need to know why. Rather than looking at a pattern of non-performance, they will want to know immediately why you missed even one case. QC is horrible. If you miss even the most minor detail or do not provide enough evidence for your decision, you will be given a score of 0% for that review. If you do not meet a 95% monthly average, you will receive a formal legal-looking document in your email indicating "we want to continue your employment; however, you did not meet the required score...."  They will provide "training" and an opportunity to correct this of course, but if you fall below again, it could mean a performance plan before termination. This caused severe stress and anxiety. If you were a high performer at your last job, you will likely be struggling to meet the standard expectations at Cash App.
There was very little initial training and there is very little support. Colleagues for the most part are not engaged and you rarely interact with them. 
The pay, dependent of your location, is quite good. Benefits are excellent and most employees are fully remote. However, you pay for this. You pay dearly for this. Also, as you may expect, Cash App is a FinTech. Emphasis on Tech. As such, they utilize machine learning (AI). This has already and will eventually cost jobs as it will be cheaper and more accurate to have machine learning review compliance issues. If you value your well-being and want to feel even moderately secure in your job, Compliance at Cash App is NOT for you.

I have alot of experience and have had alot of different and strange interviews but this place you can tell has no real HR department. I received a email from a recruiter to do a written essay full of questions which in all was four to answer. So all my answers were very lengthy and well thought out anyways a few days oater I get a TBNT email.Okay…no big deal I still have a job just was testing the waters however just strange how they make decisions on candidates without ever hearing from them. Think about it..anyone can answer a written question but what about everything else? Weird…in my opinion. Also kind of terrible how they have people taking out time in there day to write them essays just to turn around and deny them without any other correspondence …makes me thankful for the job I have right now which is at a big bank. My opinion if you dont know someone in the company who can atleast get you in the door dont even waste your time

What is the best part of working at the company?
Creative, inclusive working culture, dedicated to ongoing development

What is the most stressful part about working at the company?
Reorgs, lack of distinct and firm boundaries 

What is the work environment and culture like at the company?
Excellent! Diverse, very smart & caring people from all walks of life! Excellent work/life balance.

What is a typical day like for you at the company?
•	Triaging, prioritizing, resolving, routing and scheduling all incoming IT support requests
•	Transparent and timely communication with stakeholders on open issues, tickets, and requests
•	Setting up new hires, provisioning accounts and access
•	Providing support for services such as video conferencing, remote access, internal products, and mobile technology
•	Supporting and managing our standard endpoints, comprising of macOS and Windows systems, including Mobile Device Management

 When I was first hired, I was pulled in on a promise of community. They will flatter you with occasional swag, then cut your knees from under you to further the bottom line. I have made some great friends there, and found most of my direct managers to be sincere and well-intentioned, but I’ve also seen time and times again how leadership will flip the script not for the sake of improving customer and employee experience, but to make themselves look better. There is a chronic pattern of lack of transparency in why they do what they do. Benefits and wfh flexibility are really nice, don’t get me wrong, but it is still just a company making money grabs and promoting wellness as a buzzword, not a principle. I would never say “don’t ever work for this company”, but know what you’re getting into. 

The company invests in their employees training, wellbeing, and making the culture the best it could be. This was an entry level role and they still made us feel valued and appreciated. Training was really thorough and they made sure we were familiar with other departments. The hardest part of the job was trying not to get burnout. They talk about it a lot but dealing with customers that are constantly angry and the other tasks you have to do to stand out and get a promotion will drain you. It's really hard to leave an entry level position for good.

Overall good company when it comes to compensation and benefits, but when it comes to the work, it depends what team you are on. Upper management is a joke especially in CCO, or at least was, and then they laid off a few incompetent leaders who had no idea what they were doing. Things change all the time and whatever is priority one day , may not be the same the next day. So if you cant work in a chaotic type of environment with very little to no organization, cash app isnt for you. Its not supposed to be a startup anymore yet still operates like one. If you take the job, keep an eye on the stock , and if it goes to low, prepare yourself for a layoff. 

I have worked in a call center for many years and was even a Supervisor so I know how to provide Customer Service.  The expectations here did not allow me to provide the customer service I am used to because of how they expect you to run your calls and only provide the information from scripted knowledge articles and if you didn’t follow those to a T your QA scores failed.  Wanted us to walk customer through everything in the app and there wasn’t much we could do for them without them being able to be in the app and do it with us walking them through it.

A topical day at work:

- Authenticated customer accounts through strict verification procedures to prevent fraud and unauthorized access.
- Handled and protected Personally Identifiable Information (PII) in accordance with company security policies.
- Helped customers by creating disputes related to unauthorized transactions, chargebacks, and banking claims.
- Assessed risk levels and escalated complex or sensitive cases when required.

My favorite place to work thus far! Great benefits, great pay for rewarding but minimal work. I’ve met some amazing people although it’s been over a year since I was employed there. The only downside was when I worked there management changed often. You can learn a lot and move up quickly as long as you’re performing well and staying compliant. When I was let go a week later 3,000+ employees were laid off and I believe it could’ve been to increase pay in the higher ups’ pockets. But yeah, if given the opportunity I’d work there again. Highly recommend!

•typical day at work: Fully remote 
•what you believe you learned: 
•management: handled response to COVID well
•workplace culture: began to shift 
•the hardest part of the job
•the most enjoyable part of the job

Top Job Titles	Average Salary
Customer success manager 1 salary reported	$104,940 per year
Senior account executive 1 salary reported	$47.55 per hour
Risk analyst 1 salary reported	$128,450 per year
Quality coordinator 1 salary reported	$134,850 per year
Quality assurance coordinator 1 salary reported	$110,100 per year

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