Customer Success Advocate

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 wouldnt work together.

So we expanded into software and started building integrated omnichannel solutions to help sellers sell online manage inventory offer buy now pay later functionality book appointments engage loyal buyers and hire and pay staff. Across it all weve 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 large enterprisescale 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. Were building a significant meaningful and lasting business and we are helping sellers worldwide do the same.

The Role

As a Customer Success advocate you will be the liaison and voice of Square who is not only able to reactively address technical inquiries and offer resolutions but is able to proactively recommend solutions for our Sellers through discovery of underlying needs. You have demonstrated experience using your proximity to customers to identify highuse improvements to the customer experience. You are dedicated to providing outstanding customer service while guiding educating and crosssell/upselling our Sellers through our suite of products and resources that are available to help them succeed. This role is dynamic and changes alongside the product ecosystem with queue assignments that may shift according to business needs requiring quick adaptability. Success in this position demands continuous learning of new products features and support processes including potentially new product lines. Maintaining proficiency across various support areas is essential.

*Willingness to work flexible hours as part of a rotating schedule which includes a mix of mornings evenings overnight and holidays.

You Will

• Spend the majority of your day (up to 90 of your shift) working with Square sellers by handling inbound phone calls and emails in a fastpaced environment
• Be responsible for suggesting products that are genuine solutions for our sellers immediate or underlying needs by utilizing discovery questions and product knowledge to guide them through our ecosystem and local market trends
• Apply creative problem solving to seller inquiries with the support of your partners resource and leadership
• Maintain exceptional customer experiences with a high level of service while connecting 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
• Must be able to remain focused in a fast paced environment helping as many customers as possible each day and adhering to scheduled activities

You Have

• 12 years of experience in Customer Success Hospitality Retail Saas Sales technical support or related field
• Fluency with strong organizational analytical written and verbal communication skills with evidence of previous customer service experience and technical ability being highly regarded.
• Strong interpersonal skills to effectively communicate with sellers over the phone including active listening empathy and the ability to ask insightful questions and provide tailored solutions for their business needs
• Proficiency in multitasking including typing accurately and efficiently while managing phone interactions.
• Eager to learn about new products features and industry trends. You excel in environments where products are constantly evolving and are committed to keeping uptodate with Squares changing product ecosystem.
• 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.
• 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 timemanagement skills
• A desire to help people and improve the customer experience of our sellers
• The ability to turn around challenging issues through deescalation and problem solving
• Past experience in a service technical support background with a focus on troubleshooting environment preferred

Were 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 an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and fair chance ordinances.

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 were doing to build a workplace that is fair and square Check out our ID page.

While there is no specific deadline to apply for this role U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.