Customer Support Manager

  • 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

We are seeking a highly motivated and resourceful individual to lead members of Square’s Customer Support team. You’ll not only lead a team of passionate Supporters, you’ll also build out world class operations - optimizing all support channels including, but not limited to, email, Twitter, chat, and phone - all while strengthening team culture, driving customer happiness, and promoting employee success.

In this role, you’ll serve as a cross-functional liaison working with product, engineering, business development, marketing and finance to drive Square’s most important strategic priorities. You’ll track Key Performance Indicators weekly.

You will:

  • Drive improvements in customer satisfaction across channels
  • Develop metrics to measure the growth and performance of the team, and provide reports as needed
  • Coach and mentor team members with a focus on professional development and upstream thinking
  • Utilize deep product and industry knowledge while serving as a strong cross-functional leader
  • Treat Support as a product at Square, innovating and iterating on the customer experience
  • Develop and lead end-to-end project plans and ensure on-time delivery of critical Support initiatives
  • Gather and synthesize relevant data, suggesting improvements in the tools and techniques to help scale the team
  • Scale the Support team by capitalizing on opportunities for increased effectiveness and efficiency, driving productivity initiatives


Qualifications

You have:

  • A BA/BS degree or related experience
  • 8+ years of work experience with 4+ years of direct people management experience
  • Past product and/or project management experience
  • Experience building and scaling customer support operations, particularly in a fast-paced startup or tech environment
  • 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 outstanding 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.

Privacy Policy