Complaint Operations Associate - External, Cash App

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
As a Complaint Operations Associate, you will investigate, resolve, and document complex customer complaints from the Consumer Financial Protection Bureau (CFPB), state and federal regulators, Attorneys General, and litigation channels. Your work directly impacts Cash App's compliance posture, customer trust, and business risk mitigation. This role requires a commitment to regulatory excellence, meticulous attention to detail, and the ability to collaborate effectively across teams while managing high-pressure situations with professionalism.
You Will

• Investigate Tier 1 complaints from CFPB, state/federal agencies, AGs, and litigation channels with thoroughness, objectivity, and sound judgment
• Develop resolution strategies that balance customer needs with regulatory compliance and business risk mitigation
• Respond to all complaints within legal SLAs with clear communication and thoroughly documented reasoning suitable for external regulatory review
• Act on customer accounts to implement corrective actions and resolve consumer issues within Complaint Program SLAs
• De-escalate consumer complaints and guide customers to understand, manage, and resolve their issues while maintaining firm boundaries on policy compliance
• Master Cash App Complaint Program policies and procedures, serving as a subject matter expert and knowledge resource
• Ensure all responses comply with CFPB, state, federal, and global regulations; understand and adapt to market-specific regulatory requirements
• Maintain meticulous documentation that meets external regulatory review standards
• Recognize when escalation to Legal, Compliance, or Leadership is necessary; demonstrate sound judgment in gray areas
• Comply with all Cash App Complaint Program Policies and Procedures without exception
• Support Cash App's Litigation Counsel in Small Claims and Arbitration cases, including potential witness testimony or representation for Block, Inc - Cash App
• Partner with Press, Brand, and Trust & Safety teams to assess reputational risk and coordinate responses to high-visibility escalations
• Communicate with consumers, regulators, and internal stakeholders with clarity, empathy, and professionalism across email, phone, and video channels
• Present findings and recommendations to leadership and cross-functional teams with confidence and clarity
• Contribute to continuous process improvement by identifying gaps, recommending refinements, and enhancing the customer experience

You Have

• 5+ years of customer service, complaint handling, or regulatory compliance experience with demonstrated ability to manage complex, multi-faceted issues
• Deep product knowledge of Cash App features, functionality, and customer workflows.
• Ability to analyze complex scenarios and synthesize findings into clear recommendations
• Strong written and verbal communication skills with ability to write clearly and persuasively for regulatory audiences
• Proven ability to work independently and collaboratively across multiple teams and stakeholders in a fast-paced, high-pressure environment
• Excellent interpersonal skills with ability to de-escalate tense situations, communicate with empathy, and maintain professional boundaries
• Sound judgment in ambiguous situations; ability to make decisions with incomplete information while balancing competing priorities
• Commitment to compliance and meticulous attention to detail with ability to follow procedures while thinking strategically about business impact
• Proficiency with case management systems and documentation tools for tracking, organizing, and analyzing complaint information

We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.
We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build a workplace that is fair and square? Check out our I+D page .
While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.
Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
To find a location's zone designation, please refer to this resource . If a location of interest is not listed, please speak with a recruiter for additional information.
Zone A:
$31.83 - $47.69 USD
Zone B:
$29.62 - $44.42 USD
Zone C:
$27.07 - $40.63 USD
Zone D:
$23.89 - $35.82 USD
Use of AI in Our Hiring Process
We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws.
Contact us here with hiring practice or data usage questions.
Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.
Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we're helping build a financial system that is open to everyone.