Bilingual Fraud Support Representative, 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. 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

Squares know that great customer support is provided by both people and products. We are seeking a highly motivated and resourceful individual dedicated to providing world-class support by exceeding expectations through each interaction with Square merchants and customers. In this role, you will work directly with sellers to assist them through the fraud account review process, a critical moment for Square and our sellers. You will educate sellers on the account review process, guiding them to ensure they complete the necessary steps, including submitting documentation. You will empower sellers with an understanding of this important account review process, leverage strong de-escalation skills, and ensure our sellers feel supported.

You will:

  • Effectively manage incoming communication via phone and email using a CRM tool

  • Hold a high bar for Support when owning customer interactions

  • Utilize strong de-escalation skills to help customers who need assistance

  • Identify, document and follow up with engineers on product bugs and features

  • Escalate complex cases for guidance/assistance as necessary

  • Maintain or exceed established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses

  • Contact and effectively communicate with customers and internal partners to ensure all SLAs are achieved

  • Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies and products
  • Collaborate with members of other teams to root out answers and be a resource to teammates

Qualifications

  • College degree or relevant experience preferred

  • English & Spanish fluency, both spoken and written

  • Experience in direct customer or client-facing roles

  • Genuine curiosity about people and business, while possessing the ability to inspire passion in others

  • Interest in implementing feedback and dedicated to the improvement of your skills and work

  • Strong organizational, analytical, written and verbal communication skills

  • Superb attention to detail

  • The ability to quickly adapt to new situations and think on your feet

  • Excellent time-management skills

  • A desire to help people and improve the customer experience

  • A passion for Square and customers engaging with Square products

  • Must be flexible with schedule and have the ability to work nontraditional shifts, including evenings and weekends, as well as some holidays based on business needs.

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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