Brokerage Operations Front Office Service Lead

Job Posted 2 Days Ago Posted 2 Days Ago
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Remote
63K-126K Annually
Mid level
Blockchain • Fintech • Mobile • Payments • Software • Financial Services
We want to make the world’s relationship with money more relatable, instantly available, and universally accessible.
The Role
The Brokerage Operations Front Office Service Lead will manage a team of frontline specialists to ensure operational excellence, enhance service delivery, and drive high standards of customer service. They will provide coaching, manage scheduling, analyze performance metrics, implement process improvements, and maintain compliance with regulations.
Summary Generated by Built In

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
The Brokerage Operations Front Office Service Lead is a critical position in our organization, responsible for managing a team of frontline specialists to ensure operational excellence and continuous improvement in service delivery. This role combines strong leadership with strategic oversight, driving high standards of customer service within our brokerage operations. As the leader of our service function, the Service Lead works with leadership to implement initiatives that enhance efficiency and effectiveness, optimizing client interactions and directly impacting our business success. This role requires a solid commitment to quality and performance, empowering the team to meet and exceed our business goals.
You Will

  • Provide real-time floor support and guidance to frontline specialists.
  • Conduct performance coaching, development, and accountability through regular 1:1s, performance reviews, and KPI tracking.
  • Foster team collaboration and maintain a positive work environment.
  • Manage team scheduling, ensure adequate staffing during peak periods, and handle timesheet and PTO approvals.
  • Monitor and optimize queue health, service levels, and partner team performance.
  • Coordinate training opportunities, professional development plans, and customer experience projects.
  • Generate, analyze, and report key performance metrics to leadership.
  • Address escalated issues, performance concerns, and recognize achievements.
  • Maintain team documentation, records, and ensure compliance with company policies and regulatory requirements.
  • Identify and implement process improvements and operational enhancements.
  • Maintain effective cross-team relationships and ensure alignment with organizational goals.
  • Document and share best practices and provide feedback for optimization of operations.


Required Qualifications

  • Series 7, 63, 24 FINRA licenses
  • 3+ years of experience in brokerage operations or financial services
  • 2+ years of direct team leadership experience
  • Strong understanding of securities industry regulations and compliance requirements


Required Skills

  • Exceptional leadership and coaching abilities
  • Strong analytical and problem-solving skills
  • Excellent verbal and written communication
  • Proficiency in data analysis and reporting
  • Advanced knowledge navigating CRMs and various tools such as Gsuite, Confluence and AWS
  • Experience with workforce management systems
  • Strong project management capabilities
  • Previous experience in a regulated financial environment
  • Knowledge of customer service metrics and KPIs


Preferred Qualifications

  • Experience with performance management systems
  • Background in process improvement methodologies


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:
$83,900 - $125,900 USD
Zone B:
$78,100 - $117,100 USD
Zone C:
$71,400 - $107,000 USD
Zone D:
$63,000 - $94,400 USD
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.

Top Skills

AWS
Confluence
Google Suite

What the Team is Saying

Person1
Laurence
Bitcoin Operations Lead
“I’ve always believed that the future of work is remote, and I think that being distributed is something that all organizations will embrace moving forward. I treasure that flexibility. My mornings are dedicated to family - my wife and 6 month old baby – and afternoons and evenings are for working. This works really well for me.“
Laurence
April
Alec
Norman
Marquia
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The Company
San Francisco, CA
3,500 Employees
Hybrid Workplace
Year Founded: 2013

What We Do

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 app, bringing a better way to send, spend, invest, borrow and save to our millions of monthly active users. With a mission to redefine the world's relationship with money by making it more relatable, instantly available and universally accessible, at Cash App you'll have the opportunity to make a real-world impact with your career.

Why Work With Us

At Cash App, our mission is simple yet ambitious: to redefine the world’s relationship with money by making it more relatable, instantly available, and universally accessible. To make this real, we’re building a team of dreamers, innovators, and risk-takers to break the mold of what a financial brand can be. If that’s you, then come join us.

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Cash App Offices

Hybrid Workspace

Employees engage in a combination of remote and on-site work.

Cash App has always been a distributed team working across timezones and continents. Today, we're remote-first by default, but encourage you to choose how you want to work: from home, one of our offices, or a mix of both.

Typical time on-site: Flexible
San Francisco, CA
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