We started with a simple idea—that everyone should be able to accept credit cards—and we’ve been rethinking buying and selling ever since.

For sellers, we’re creating one cohesive service to run your entire business, from a register in your pocket to analytics on your laptop. For buyers, we’re making it faster to order from the businesses you love and more fun to pay your friends back.

Buying and selling sound like simple things—and they should be. Somewhere along the way, they got complicated. We’re working hard to make commerce easy for everyone.

Here at Square, we’re focused on building a world-class Customer Success team that is always available for our customers, but rarely needed. A Product Specialist on the Success team acts as a liaison between our Success team and the product/engineering team for specific product(s), making it a highly cross-functional role. 

This person uses all data and tools available -- quantitative and qualitative -- to highlight the customer experience at every stage of development, helping to drive upstream solutions in the product. This person will collaborate with the product team on the go-to-market roadmap for new features and will work with the Support Operations team to ensure that the Success team is prepared to deliver an excellent customer experience for upcoming product and feature launches.

You will:

• Know the product experience in intimate detail, including top customer pain points
• Pull data -- via self-service dashboards and SQL queries -- to highlight important themes in customer feedback to reduce the number of customer inquiries
• Work closely with product teams to drive action and development on a regular cadence to improve the customer experience
• Set and work towards quarterly targets relating to customer-satisfaction and -contacts metrics
• Have a strong sense of product design and the customer experience
• Work with our customer-facing product teams to scope and prioritize internal-tool development
• Project-manage product and feature launches for the Customer Success team, to ensure the on-time arrival of our content and Supporter training
• Collaborate with Customer Success Team Leads to advise on operational strategies for key upcoming launches
• Act as the knowledge owner for specific products on the Support team

You have:

• A degree from a four-year university
• 3+ years of work experience
• Solid project- and product-management skills, with demonstrated experience delivering on a deadline
• Creative problem-solving abilities and a passion for innovation
• Experience working with product managers, engineers, and customers
• Strong analytical and mathematical skills to collect and interpret data to solve problems
• Demonstrated experience using SQL and Excel to pull and derive insights from data
• The ability to effectively influence and communicate cross-functionally
• Superb attention to detail
• A passion for Square, and for ensuring an outstanding customer experience

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.