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.

The Scalable Support team was founded on the idea that education, collaboration, and an effortless product experience helps our customers thrive. In this role, you’ll work to execute on this vision by helping the team standardize their reporting capabilities, and create custom analyses and recommendations. You’ll ensure feature requests are bubbled up appropriately, and that our Support teams know when new products are launching. You’ll help optimize our content for readability, structure, and search, and so much more.

You will:

• Organize and consolidate our reporting sources, and build custom dashboards and/ or reports as required to surface trends. Help us understand which customers participate in our community, and how best to segment their activity. Be proactive in using data insights to make recommendations to our team on how we can improve our ecosystem.

• Become the expert in our tools, and understand how to optimize for workflow efficiency.

• Develop and own the process for managing community-surfaced feature requests. Partner with the Support Product Insights team to ensure these requests are heard, and communicate updates back to the community.

• Own our internal process for managing and communicating customer-facing product changes to our diverse team of Supporters. Identify, define, and document milestones and deliverables.

• Optimize content and organizational structure to promote self-service, and peer-to-peer collaboration in both the Seller Community and Support Center.

• Be an active presence in our online community, and ensure unanswered product questions receive an answer within our SLAs.

• Be flexible in your role, and willing to help manage outage and crisis communication, as well as answer questions via social media if needed.

• Be willing to break the rules 😉

You have:

• Experience in data analysis, building custom dashboards, and the ability to make well-supported inferences based on your analyses. When it comes to Excel and Google Sheets, you are better than average.

• Comfort communicating in the public sphere, on behalf of a well-known, public brand. This requires strong written communication skills, and the ability to maintain confidentiality and keep customer and company information secure.

• A proactive nature, a sense of urgency, and a high degree of self-motivation to go above and beyond to meet the needs of our sellers, and our team. This role does not have a lot of direct oversight. Self-motivation is critical for success.

• The ability to work cross-functionally with marketers, engineers, creatives, analysts, and product managers

• A creative approach to problem solving, and a sense of humor

• Willingness to work flexible hours. Early morning, later evening, and/ or weekend shifts may be required depending on the needs of the team.

Even better:

• Prior experience and knowledge of Square hardware and software

• Prior familiarity or experience with online community management, social media management, and/ or content management

• Experience in project management, and working with geographically distributed stakeholders

• Experience with Lithium Community Platform and Lithium Social Media Monitoring (SMM)

• Experience leading people

• Working knowledge of SQL, and various data-collection techniques

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.