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 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

Square is looking for a Customer Success Advocate to join the Customer Success in Australia team. Reporting to the Lead Customer Success in this role youll support our Sellers (business owners) via phone and email - to help them resolve issues offer guidance troubleshoot and demonstrate how they can get most out of Squares products to grow their business. Youll also share insights feedback and trends with our Product teams to continue to help make Square even better for our Sellerss success.

In this role you will build on your customer service experience - whether from hospitality retail or another customer-focused industry whilst developing your career in a leading technology company. Youll gain a deeper understanding of the unique challenges faced by small business owners in Australia whilst working alongside a supportive team to help drive long-term success for Square in Australia.

With multiple positions available you can be based in either our Melbourne or Sydney offices through a hybrid of in-office and remote working but also remotely anywhere on the East coast of Australia. This role has a firm start date of Monday 17 November 2025.

You Will

• Engage with Square Sellers spending up to 80% of your time managing inbound phone inquiries from Square sellers in a dynamic fast-paced environment
• Demonstrate genuine curiosity for people and businesses maintaining a continuous desire to learn and grow
• Use creative problem solving skills utilising innovative approaches to address seller inquiries leveraging support from your partners resources and team
• Identify document and take ownership of Seller issues ensuring problems are resolved effectively and efficiently
• Analyse trends and patterns in seller issues and provide recommendations to enhance seller loyalty and overall experience
• Collaborate and work closely with internal teams stakeholders and Square sellers showing empathy an openness to diverse perspectives and a willingness to take principled risks
• Be flexible to support sellers of all shapes and sizes being prepared to occasionally work on public holidays and weekends to support them

You Have

• A passion for technology customer service and problem solving
• Experience in customer support or a background in hospitality retail or other customer-facing roles
• Adaptability and demonstrate comfort navigating ambiguity
• Resilient in the face of rapid change and driven to meet performance expectations
• Excellent problem-solving skills - you enjoy delving into problems and finding effective solutions
• The soft skills to demonstrate excellent phone etiquette with an ability to personalise solutions for a diverse range of individual businesses
• An eagerness to receive and implement feedback with a strong focus on continuous improvement
• A passion for Square and deeply committed to Squares mission and dedicated to helping Sellers succeed.

Additional information

• Language proficiency with the ability to communicate effectively in English with Square sellers (both written and verbal) and global Square colleagues (reading writing and video meetings)
• Must be based in Australia either Melbourne or Sydney offices through a hybrid of in-office and remote working may also remotely anywhere on the east coast of Australia.
• Full Australian working rights are required for this role; e.g. Citizenship PR or other long term Visa. Sponsorship is not available for this position

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 without regard to identity or 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 were doing to build a workplace that is fair and square Check out our ID page.

Block is a globally distributed company and this role will require working with other employees in multiple time zones. You may be required to perform work outside of normal business as part of this role.