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.

Square Support’s Product Insights and Experience team believes that Support has the pulse of our products’ viability and health, and that customer feedback must play a vital role in the product lifecycle. Our key roles include advocating on behalf of our Supporters, raising the voice of our Sellers to the highest levels internally, and ensuring Support has the tools and information they need to provide excellent service to our Sellers.

In this role, you’ll work to execute on this vision by using all data and tools available, both quantitative and qualitative, to identify high leverage improvements that can be made to the customer experience. You’ll drive upstream solutions in the product, and collaborate on the go-to-market roadmap for new feature development. You’ll also collaborate with our cross-functional launch teams to ensure our Supporters are prepared to deliver an excellent experience for any upcoming changes.

You will:

• Lead our team of Product Insights & Experience Specialists. You’ll drive weekly team meetings, coach direct reports, oversee performance reviews, and provide regular feedback to help facilitate their career growth.

• Champion a cohesive, end-to-end customer experience with our products and narratives by building and maintaining strong relationships with various leaders across Square, and by developing new opportunities for surfacing customer insights to a broad audience

• Drive measurable, quarterly improvements on top issues, feature requests, policies, and processes that drive inbound support volume. Ensure Supports’ needs are considered as part of the overall product development cycle

• Maintain a pulse on the overall development cadence, and ensure Supporters and Leads are aware and prepared to support new products and features in advance of GA

• Ensure the process of supporting our products is as smooth as possible for our broader team of Supporters and Leads

You have:

• 5-7 years experience in project/program management and facilitation of process improvement initiatives across business operations and technology

• 3+ years experience in managing a team, and individual contributors

• 3+ years experience influencing executives, managers, and business leaders to drive well-executed change

• Experience communicating goals and securing buy-in across multiple levels of an organization

• Strong sense of urgency and personal commitment to go above and beyond

• Ability to handle changing priorities, and use good judgment at all times

• A creative approach to problem solving

• A passion for Square, and the customers we serve

Even better:

• Prior experience and knowledge of Square hardware and software

• Working knowledge of data collection tools, including: SQL, Tableau, Looker, and Salesforce reporting

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.