Support Content Senior Lead, Customer Operations

Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams - People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more - provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block.
About Block Customer Operations
Block is a global technology company with a mission to help more people participate and thrive in the economy. Across our brands, we provide tools that empower businesses, customers, creators, and communities worldwide.
Customer Operations at Block supports every brand in the ecosystem, making sure customers, sellers, shoppers, and artists receive the support they need to succeed. Our global teams deliver trusted service, training, and knowledge that keep our products running smoothly and our customers confident in using them.
We support:

• Square - integrated commerce and financial services for millions of sellers.
• Cash App - financial tools to send, spend, save, invest, and borrow.
• Afterpay & Clearpay - "buy now, pay later" solutions for 24M+ customers and 250K+ retailers worldwide.
• TIDAL - an artist-first music platform that helps creators connect with fans.
• Spiral - open-source projects advancing bitcoin as a tool for economic empowerment.
• Proto - building self-custody wallets and decentralized bitcoin mining solutions.

Our Role in Block
Customer Operations connects all of these brands to the people who use them. Whether supporting a business scaling with Square, a Cash App customer exploring new financial tools, a shopper checking out with Afterpay, or an artist streaming on TIDAL, we help make these experiences work. By supporting every corner of Block, we make sure our brands can continue to grow, adapt, and deliver on their missions.
The Role
The Support Content Operations team ensures that customers and advocates across Square, Afterpay, and Cash App have access to accurate, consistent, and usable knowledge at every touchpoint. Sitting within Customer Operations, this team is responsible for driving the end-to-end content strategy, governance, and execution of support knowledge globally. As Senior Lead, you'll oversee Support Content Leads, set and enforce governance standards, and prepare our knowledge ecosystem for the future of AI and machine learning. Your work will directly impact customer experience, advocate efficiency, and operational scalability.
You Will

• Own the end-to-end content strategy for support knowledge, ensuring it meets operational, regulatory, and customer experience standards.
• Lead and align content operations across multiple brands, managing Support Content Leads to deliver high-quality, scalable content.
• Establish and maintain governance processes to ensure consistency, accuracy, and compliance in all knowledge assets.
• Partner with product, operations, and technology teams to prepare content for future AI and ML integration.
• Drive continuous improvement in content structure, modularity, and usability to support advocate decision-making and customer self-service.
• Stay ahead of emerging trends in content management systems, structured content, and digital support experiences.

You Have

• 6+ years of experience in Knowledge Management, Content Management, or Support Content Operations, with a proven track record of driving measurable improvements in customer or advocate experience.
• 3+ years of experience leading teams of leaders within the support content domain, including managing global or multi-brand content operations.
• Demonstrated ability to own and execute an end-to-end content strategy, from governance and compliance to delivery and measurement at scale.
• Expertise in content governance, structured content methodologies, and content management systems, with the ability to enforce consistency and quality across multiple platforms.
• Demonstrated success in leading BPO partners to deliver consistent, scalable, and high-quality support content operations across geographies.
• Proven experience designing and managing customer experience-focused support content that improves usability, self-service adoption, and overall customer satisfaction.
• Strong experience partnering with cross-functional teams (e.g., product, technology, operations) to align content with business priorities and prepare for AI/ML integration.
• Ability to improve content usability, modularity, and scalability, enabling both customer self-service and advocate efficiency.
• Strong stakeholder management and change leadership skills, with the ability to influence decision-making at senior levels.

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:
$156,200 - $234,200 USD
Zone B:
$145,200 - $217,800 USD
Zone C:
$137,400 - $206,200 USD
Zone D:
$129,600 - $194,400 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 at [email protected] 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.