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 wouldn’t 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, we’ve 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. We’re 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 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. 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.

To be considered for this position, you must be located within 50 miles of Scottsdale, AZ, St. Louis, MO, or Atlanta, GA. Availability to work flexible hours as part of a rotating schedule (mornings, evenings, and holidays) is also required.

You Will

• Spend up to 90% of your shift working with Square sellers by handling inbound phone calls and answering emails in a fast-paced environment.
• Apply product knowledge and exploratory support to guide Square sellers through our business ecosystem and local market trends. This includes discussing sellers needs and product offerings to help sellers start, run, and grow their business.
• Identify, document, and take ownership of customer issues. This will include reaching a resolution or escalating feature requests.
• Adhere to scheduled activities and optimizing support for Square sellers.

You Have

• 1+ years of inbound and/or omni-channel customer service experience in related fields, such as: Customer Success, Hospitality, Retail, Saas Sales, or technical support.
• Demonstrated fluency in organizational, analytical, written, and verbal communication skills, with valued experience in customer service, technical proficiency, or troubleshooting.
• Ability to provide tailored solutions for customers via phone and email support.
• Eagerness to learn about new products, features, and industry trends. You excel in environments where products are constantly evolving and are committed to keeping up-to-date with Square's changing product ecosystem.
• The ability to turn around challenging issues through de-escalation and problem solving.

Compensation

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

To find a location’s zone designation, please refer to this