Job Description

We are looking for a Customer Success Advocate to join Square’s Customer Success team. Our team turns questions into commerce. Time is the most precious resource for business owners and consumers, with every minute spent struggling to answer questions being time that could be used to bring about economic change for themselves and their communities. As Customer Success Advocate you will blend technology and human interaction to provide an effortless experience so Square customers can quickly get back to doing what they do best. Reporting to the Lead, Customer Success, you’ll use all support channels including phone, email, and social media to support our diverse Square customer base.

You will:

• Solve customer inquiries by email, phone and social media, using a CRM tool Identify, document, and follow up with Square engineers on product bugs and features, taking ownership of customers’ issues
• Recognise opportunities to update external Support Center content and internal Customer Success documentation 
• Work with other Square and international teams (Product, Engineering, Business Development, Marketing and Finance) to improve product, policies and procedures
• Analyse trends in customer issues and suggest improvement ideas and plans 
• Treat Customer Success as a product at Square, improving and iterating on the customer experience
• Work flexible hours as part of a rotating schedule, which can include a mix of weekends and public holidays to support our Square sellers
• Work with internal Squares and our Square sellers with empathy, being willing to seek different perspectives, take principled risks and have a focus on inventing and learning

Qualifications

You have:  

• Experience working in a customer-centric, cross-functional role at a technology company or a background in hospitality, retail or a customer-facing role
• Problem-solving skills - you enjoy digging into a problem and finding a solution 
• The ability to tailor a custom customer success experience to address the unique requirements of individual Square customers
• A strong interest in receiving and implementing feedback and focus on improvement
• A passion for Square and desire to help customers

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, qualifications, professional competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, ancestry, pregnancy status, sex, gender identity or expression, sexual orientation, age, marital status, veteran status, mental or physical disability, medical condition, or any other characteristic protected by law. We encourage candidates from all backgrounds to apply. 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
• Wellness perks
• Paid parental leave
• Flexible time off
• Learning and Development resources