Sr. Manager of 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

In this role, you’ll lead a team of Customer Support Managers and their teams while serving as a cross-functional liaison working with learning and development, product, engineering, business development, marketing and finance to drive Square’s most important strategic priorities. You’ll track Key Performance Indicators of your team weekly, with a focus on results and optimizations.

You will drive:

Team Happiness + Development

Inspire: communicate an inspiring vision and sense of core purpose, helping leads and team members understand the connection between their work and the end goal.

Connect: build rapport and constructive relationships with all team members – up, down, sideways, inside, and outside of Square.

Grow: coach and mentor team members and other leaders by identifying and providing learning opportunities that are inline with development plans and company goals.


Operational Efficiency + Strategy

Measure: assess metrics to measure the growth and performance of the team, providing insights and reports as needed. Use these metrics and assessments to consistently drive improvements in team performance through behavioral coaching.

Analyze: utilize deep product and industry knowledge, gather and synthesize relevant data, suggest improvements in the tools, and techniques to help scale the team – while serving as a strong cross-functional leader.

Innovate: build a new standard for support in payments and commerce related products + services by passionately managing, measuring, and driving improvements in customer satisfaction, productivity, SLAs, etc.

Scale: see the opportunity in every challenge and develop structured plans to deliver solutions to critical support initiatives to help scale the team effectively.

Qualifications

You have:

  • A BA/BS degree or related experience; MBA preferred

  • 7+ years of work experience with 4+ years of direct experience leading and developing other leaders required

  • 5+ years of leading teams of 100 or larger required

  • Experience building and scaling customer support operations, particularly in a dynamic, fast paced retail, restaurant, startup or tech environment

  • Past product and/or project management experience

  • The ability to effectively influence and communicate cross-functionally

  • Excellent written and verbal communication skills

  • Creative problem-solving abilities

  • A passion for Square and ensuring an excellent customer experience

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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