Customer Success Advocate - English & French Bilingual

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 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. Were building a significant meaningful and lasting business and we are helping sellers worldwide do the same.

The Role

We started with a simple ideathat everyone should be able to accept credit and debit cardsand weve been rethinking buying and selling ever since. As a Customer Success advocate you will be the liaison and voice of Square in a new market and region. You will reactively address technical inquiries and offer resolutions as well as proactively recommend solutions for our Sellers through discovery of underlying needs. You have demonstrated experience using your proximity to customers to identify high-use improvements to the customer experience. You are dedicated to providing outstanding customer service while guiding educating and cross-sell/upselling our Sellers through our suite of products and resources that are available to help them succeed.

The role can be based 100% remotely in the Republic of Ireland or hybrid with offices in Dublin.

You Will

• Deliver exceptional fast and solution-focused support by handling inbound calls and emails from Square sellers in a dynamic high-volume environment consistently aiming for First Contact Resolution strong QA scores excellent CSAT results and other key performance indicator metrics.
• Cross-sell and upsell genuine solutions that address sellers immediate or underlying needs by leveraging discovery questions deep product knowledge and awareness of local market trends to guide them through Squares ecosystem.
• Maintain ownership of the seller experience from start to finish by delivering exceptional service proactively managing cases resolving issues efficiently and ensuring workflows are accurate and consistent.
• Identify and share customer insights by analysing trends in seller queries flagging recurring issues or bugs and collaborating with cross-functional teams such as Sales Account Management and Product to improve tools processes and policies.
• Analyse trends in customer issues and suggest improvements to processes and products.
• Stay adaptable and solution-oriented during times of change embracing new processes or business updates while ensuring accuracy following correct workflows and upholding operational standards.

You Have

• English & French fluency spoken and written.
• Strong organisational analytical communication skills with evidence of previous customer service experience and technical ability.
• The soft skills to engage with sellers over the phone asking questions and offering solutions for their business.
• Genuine curiosity about people technology and business while possessing the ability to inspire passion in others.
• Attributes of a problem solver. You enjoy digging into a problem and finding a solution.
• Ability to customize the support experience to the needs of individual customers.
• Coachable mindset interested in implementing feedback and dedicated to personal improvement.
• Excellent time-management skills; Must be able to remain focused in a fast paced environment helping as many customers as possible each day.
• A passion to help people and improve the customer experience of our sellers.
• Enthusiastic about startups and committed to streamlining the buying and selling process.
• The ability to work weekends as part of a rotating schedule.

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 a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently based solely on the core competencies required of the role at hand and without regard to any 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 were doing to build an inclusive workplace Check out our Inclusion & Diversity page

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