Customer Success Advocate

Square



About the job

Company Description

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldnโ€™t work together.

To solve this problem, we expanded into software and built integrated solutions to help sellers sell online, manage inventory, book appointments, engage loyal buyers, and hire and pay staff. Across it all, weโ€™ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes โ€“ large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. Weโ€™re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

Job Description

We started with a simple ideaโ€”that everyone should be able to accept credit and debit cardsโ€”and we've been rethinking buying and selling ever since. You are dedicated to providing outstanding customer service, being the voice of Square. You have demonstrated experience using your proximity to customers to identify high-use improvements to the customer experience.

You Will
  • Spend the majority of your day (up to 90% of your shift) working with Square sellers by handling inbound phone calls in a fast paced environment
  • Identify and cross-sell Square products to customers through education on Square's ecosystem
  • Apply creative problem solving to seller inquiries with the support of your partners, resource and leadership
  • Connect with sellers to discuss their needs and how Square products can help them start, run and grow their business
  • Identify, document, taking ownership of customers' issues seeing problems through to resolution, escalating feature requests.
  • Effectively solve customer inquiries via phone, email, and/or chat
  • Hold a high bar for the ownership of customer interactions
  • Identify, document and follow up with engineers on product bugs and features
  • Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies and products
  • Recognize errors and draft improvements to content in the external Support Center and internal documentation
  • Collaborate with members of other teams to root out answers and be a resource to teammate
You Have

Qualifications
  • English & Spanish fluency, both spoken and written is required
  • The soft skills to engage with sellers over the phone, asking questions and offering solutions for their business
  • The ability to type and double task efficiently while handling phone contacts
  • Genuine curiosity about people, technology and business, while possessing the ability to inspire passion in others
  • Problem Solving Skills. You enjoy digging into a problem and finding a solution.
  • The ability to customize the support experience to the needs of individual customers
  • Interest in receiving and implementing feedback, and dedicated to personal improvement
  • Comfort with ambiguity and resilient when facing rapid change
  • Superb attention to detail
  • Excellent time-management skills
  • A desire to help people and improve the customer experience of our sellers
  • The ability to turn around challenging issues through de-escalation and problem solving
  • This is a full-time (40/hr week) position
  • Willingness to work flexible hours as part of a rotating schedule, which includes a mix of weekends, mornings, evenings, overnight, and holidays**
Employees must live within 50 miles of Houston, TX metro area.

This position is open to candidates in our Atlanta, Scottsdale, Columbus and St. Louis offices (employees must live within 50 miles of said location.

Additional Information

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 candidateโ€™s starting pay will be determined based on the candidate's work location and may be may be modified in the future.

Zone A: USD $26.73

Zone B: USD $24.04

Zone C: USD $21.59

Zone D: USD $20.00

To find a locationโ€™s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information.

Benefits Include The Following
  • Healthcare coverage
  • Retirement Plans including company match
  • Employee Stock Purchase Program
  • Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance
  • Paid parental and caregiving leave
  • Paid time off
  • Learning and Development resources
  • Paid Life insurance, AD&D. and disability benefits
  • Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources
This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

Weโ€™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 a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.

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 weโ€™re doing to build a workplace that is fair and square? Check out our I+D page.

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

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