Job Description
PAYROLL CUSTOMER SUCCESS ADVOCATE
JOB DESCRIPTION
Great customer support is provided by both people and products. Square’s Customer Success team is seeking a highly motivated, reliable, and resourceful individual who is dedicated to providing the highest level of support with every customer interaction to support and grow the Payroll product. The ideal candidate is a determined advocate for our customers, a creative problem-solver, and a collaborative team member who is adept at dealing with fast-changing environments. This person is energized by working with people, while still being a strong independent worker.
YOU WILL:
Effectively solve Payroll related inquiries via phone and email
Connect with merchants to discuss their needs and determine how Square Payroll can help them start, run and grow their business
Identify, document, and follow up with product managers on product bugs and features, taking ownership of customers’ issues when required
Escalate complex cases and collaborate cross functionally, serving as a resource to others
Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies, and the Payroll product
Qualifications
YOU HAVE:
Working-hours flexibility between 8am and 8pm CST
Excellent skills in time management, de-escalation, composure, and prioritization
Strong organizational, analytical, written, and verbal communication skills with evidence of previous customer service experience and technical ability being highly regarded
Genuine curiosity about people and business, while possessing the ability to inspire passion in others
Ability to customize the support experience to the needs of individual customers
Coachable mindset, interested in implementing feedback, and dedicated to continuous personal improvement
Comfort with ambiguity and resilient when facing rapid change
A desire to help people and improve the customer experience
Previous experience at a payroll company preferred but not required
Familiarity with multi-state payroll laws regarding taxes, garnishments, etc. preferred.
Spanish speaking both spoken and written is a plus
Additional Information At Square, our purpose is to empower – within and outside of our walls. In order to build the best tools for the businesses and customers we support all over the world, we have to start at home with a workforce as diverse and empowered as our sellers. To this end, we take great care to evaluate all employees and job applicants equally, based on merit, competence, and qualifications. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage candidates from all backgrounds to apply and always consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible. Perks At Square, we want you to be well and thrive. Our global benefits package includes: Healthcare coverage, Retirement Plans, Employee Stock Purchase Program, Meal reimbursements, Wellness perks, Paid parental leave, Flexible time off, Learning and Development resources