Be an early applicantLess than 25 applicants

Company

Cash App · 8 hours ago

Technical Account Manager, Commerce

Seattle, WA

Full-time

Remote

Mid Level

$117K/yr - $176K/yr

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Comp. & Benefits

H1B Sponsor Likely

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Responsibilities

Serve as the primary technical point of contact for merchants and partners based in China, driving the technical relationships with merchant and agency partners.

Proactively identify, diagnose and resolve critical technical issues in a timely and professional manner.

Work closely with Account Management and other merchant-facing teams to ensure seamless operational support and satisfaction for our merchant and agency partners.

Foster long-term user relationships that grow loyalty to Cash Commerce products

Provide education to merchant partners, agency partners and internal teams on new and existing features.

Produce accurate, timely status updates for support tickets that provide a balanced clarity of detail, demonstrating excellent organisational and communication skills.

Document challenges and blockers encountered to further share your learnings with other technical account managers in stand-ups and status check-in calls.

Own the end-to-end macro-level delivery of all in-store and online self-serve Integrations.

Leveraging HTML, CSS, and Javascript skills to assess and creatively solve integration issues on merchant websites and in-store terminals.

Oversee integration health monitoring, conduct thorough root-cause analyses, and implement proactive measures to prevent future issues.

Work cross-functionally with Product, Engineering, and other departments to devise technical and operational enhancements for the merchant experience.

Drive new features and product adoption with merchant partners, including betas and pilots.

Efficiently manage and communicate with various stakeholders, centralising information from diverse sources to streamline processes.

Set and manage expectations with senior leadership for key merchant accounts regarding critical incidents and project developments.

Proactively lead new product life cycles in conjunction with engineering teams to facilitate merchant partner adoption, including technical documentation review, merchant/partner feedback, future deployments and continuous product improvement and evaluation.

Manage incidents with precision and efficiency, conducting in-depth internal investigations to identify root causes and develop technical uplift mitigation strategies.

Promote best in class incident support for merchants and partners globally with on-call coverage

Create and distribute merchant-facing content to clarify common issues and promote problem-solving.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Mandarin (business level)APIsJavaScriptHTMLCSSE-commercePayments systemsOrder Management systemsReporting systemsSQLTechnical troubleshootingStakeholder managementProject managementDatadogSumoLogicB2B environmentPOS systemsERP systemsCMS systemsPlatform management processes

Required

Fluency in reading and writing business level Mandarin as well as English

E-commerce, including Payments, Order Management and Reporting systems

APIs and able to explain API concepts to Cash Commerce's largest and most technical customers

Understanding Javascript, HTML and CSS

SQL and comfortable building basic queries and modifying more complex ones

Interpreting logs using software such as Datadog, SumoLogic

Energized by technical troubleshooting and comfortable interfacing with technical and non-technical teams

Prioritizing and responding to enquiries from multiple merchant partners on a variety of technical issues

Stakeholder management and communicating complex concepts to both technical and non-technical audiences

Demonstrable track record of successful project management and operational management (support items, troubleshooting, service delivery)

Experience in a multi-project B2B environment

Excited about solving technical issues for our merchants with a combination of technology and creative thinking

Experience in problem-solving and issue resolution, including information collection, directing and leading troubleshooting, decision-making and stakeholder communication

Written communication skills engaging commercial stakeholders

Exposure to e-commerce, POS, ERP, CMS or reporting

Familiarity with platform management processes – environments, testing, release management, deployments

Company

Cash App

Glassdoor

3.9

Cash App is a mobile payment service that allows users to send, receive, and store money. It is a sub-organization of Block, Inc..

Founded in 2013

San Francisco, California, USA

1001-5000 employees

https://cash.app/

H1B Sponsorship

Cash App has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (172)

2022 (350)

2021 (22)