Internal Communication Specialist, Customer Success

  • Full-time
  • Current Square Employee?: Apply via go/jobs with your Square email.

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

The Internal Communication Specialist will focus on enabling Customer Success by developing a communication strategy that ensures Supporters have received and retained job critical information regarding product launches, workflow changes, bug/SEV status updates, and engagement initiatives. This communication strategy will effectively leverage multiple communication sources (wiki, Inforad displays, Slack, email, team syncs, and standups) to provide effortless access to a constant stream of information critical to enabling customer success.

Responsibilities:

  • Prepare and execute a strategic communication plan specific to the needs of the Support organization.

  • Consolidate and curate communication from multiple channels into an easily digestible and accessible format.

  • Design communication content for direct support team standups and syncs.

  • Measure and report out on the effectiveness of communication initiatives.

  • Consult with Support staff to communicate forward looking plans and strategy with the goal of improving engagement.

  • Collaborate with business systems to source, implement, and moderate an internal supporter community and enterprise search tool.

  • Work closely with the Square Internal Communications team to develop a strategy and share best practices.

  • Work closely with Learning & Development specialists to develop and execute communication campaigns that correspond with performance improvement initiatives.

  • Partner with a Knowledge Management Specialist to architect wiki content in a way that makes procedural and product information easily accessible and well maintained.


Qualifications

Requirements:

  • Exceptional verbal/written communication and organizational skills, with the ability to prioritize and meet tight deadlines

  • Outstanding organizational and planning abilities

  • Demonstrated ability to manage projects effectively

  • Strong ability to partner and collaborate with business stakeholders

  • Data driven decision maker

  • Enthusiastic, creative and self-motivated

  • Experience in corporate or internal communications

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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