Learning and Development Lead, Customer Support

  • Full-time

Company Description

We believe everyone should be able to participate and thrive in the economy. So we’re building tools that make commerce easier and more accessible to all. We started with a little white credit card reader but haven’t stopped there. Our new reader helps our sellers accept chip cards and NFC payments, and our Cash app lets people pay each other back instantly. We’re empowering the independent electrician to send invoices, setting up the favorite food truck with a delivery option, helping the ice cream shop pay its employees, and giving the burgeoning coffee chain capital for a second, third, and fourth location. Let’s shorten the distance between having an idea and making a living from it. And make it easier for customers to shop and pay at their favorite businesses. We’re here to help sellers of all sizes start, run, and grow their business—and helping them grow their business is good business for everyone.

Job Description

Square is building a Customer Support team with an infectiously positive attitude, incredible empathy for our customers, a mastery of Square’s products and features, and a drive to constantly improve both products and the customer experience. We’re looking for someone to create and implement learning and development programs globally that will ensure success.

As the Support Learning and Development Lead, you will lead the Training and the Quality Assurance teams to help establish Square’s renown for world-class customer support, while also building a foundation for all customer-facing teams, third parties, and ultimately, our customers.

You will:

  • Act as a thought partner to improve the global performance of the Support team and partner with Support Leaders to create and implement the Support roadmap

  • Guide the Support team’s approach to learning-management technology, information-sharing systems, and training delivery

  • Drive initiatives to ensure strong team engagement based on Square’s engagement survey (e.g. recognition, career development, purpose, empowerment)

  • Implement Quality Assurance programs that raise customer satisfaction and fit Square’s unique culture

  • Implement participant feedback and measure the impact of training and quality programs to achieve business results, iterating constantly

  • Coach and provide professional and leadership development opportunities to all team members; both people leads and individual contributors

  • Drive Square Customer Support curriculum from design to delivery; classroom sessions as well as through peer-driven sessions, self-study, assessment, and online channels

  • Coach team to design, lead, and optimize product, feature, and soft-skills trainings for new team members and to the existing team on an ongoing basis

  • Help identify, select and work with outside vendors and consultants that further raise our game

  • Create new ways to deliver content and innovate on current processes, modules, and materials.

Qualifications

You have:

  • A bachelor’s degree; master’s degree in a related field (adult education, instructional design, etc.) is desired

  • 8+ years leading large, complex teams

  • A strong command of best practices and principles in adult learning and instructional design. You understand when and how to use various delivery methods to maximize learning effectiveness.

  • An understanding of quality assurance best practices (e.g. QA rubric design, matching QA score to CSAT)

  • An innate drive to creatively find ways to make teams more productive and skilled

  • A scrappy work style and will roll up your sleeves to get things done quickly and independently

  • The ability to influence and inspire others to greater heights

  • Quick learning skills, can adapt well, and are energized by a fast-moving and ambiguous environment

Even better:

  • Previous experience in a high-growth or technology startup environment highly desired

  • Previous experience working on a customer support team or in customer service

  • Experience creating global training programs at scale and materials that work across locales

Additional Information

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

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