About Block

Block is a renovation platform transforming the $450 billion renovation industry. Our mission is to enable millions of homeowners to create spaces they love and thousands of contractors to build thriving businesses. We’re well on our way, serving customers from coast to coast with our technology platform and contractor network.

About the Role

Block is seeking an Associate to join our User Operations team, dedicated to elevating the renovation experience for homeowners and contractors. This role will provide crucial support throughout renovation projects, responding to support requests and proactively engaging with our users to ensure high customer satisfaction. Block aims to empower homeowners and contractors to collaborate easily and effectively. The ideal candidate will leverage their outstanding communication and customer service skills to provide consistently delightful and helpful experiences. This position will report to the Manager of User Operations, and be a part of the broader Marketplace team.

What you'll do:

• Respond to all incoming homeowner support inquiries and manage cross-functional requests
• Oversee Block’s workmanship warranty claims process
• Uphold Block’s proprietary project protections via change order review and escalation support
• Gather feedback from homeowners and contractors in order to better understand and improve upon the user experience
• Communicate effectively with homeowners and contractors to resolve in-construction disputes
• Collaborate across internal teams to share insights on the homeowner journey

What you’ll need:

• Professional experience in customer service, project management, or operations management
• Tenacity for solving problems and getting things done
• Active listening skills and ability to de-escalate difficult customer and contractor situations
• Attention to detail and a systematic approach to completing tasks
• Excellent communication and relationship development skills, both internally and externally
• Desire to learn quickly and tackle new challenges every day
• Keen ability to balance priorities to optimize outcomes for clients, contractors, and Block
• Experience in the construction industry or a related field is a plus, but not required

A cover letter is required to apply. Please briefly share how your previous work experience will help you be successful in this role (<1 page).

This is a full-time position, and may be based in our office in Brooklyn, NY, or fully remote.

Block wants all employees to be supported in their personal and professional development, so we take a comprehensive approach to compensation and benefits. The initial annual salary for this position is expected to range from $73,000 - $87,000. Actual compensation will depend on numerous factors such as: experience, knowledge and skills, qualifications, location, and other job-related factors.

To further support your growth, Block offers the following:

• Earn equity in the company
• Subsidized health insurance, including dental and vision coverage
• 12 weeks universal fully paid family leave
• Competitive PTO and company holidays
• 401k retirement savings plan with matching employer contribution
• HSA with employer contribution & FSA plans
• Employee discount on renovation services
• Budgeted learning and development stipends
• Working alongside an ambitious, kind, no-drama team

Block is proud to be an equal opportunity employer. We celebrate diversity in all its forms, and we encourage our employees to participate as their authentic selves in our work environment. We strive to build better for all, towards a more open, inclusive space. Come as you are.