Our mission is simple: we want to help people everywhere start, run and grow a business. We’re a fast-moving global fintech company building the tools entrepreneurs need to simplify and streamline every business process, from accepting card payments and online invoicing to inventory management, real-time analytics, employee management and powerful data reporting.

Now supporting millions of businesses worldwide, Square is recognised as a leader in financial technology, currently rated third in Fast Company’s 2018 edition of the World’s Most Innovative Companies. As we continue to expand globally, we are looking to drive that innovation further by scaling our smart, dedicated and passionate workforce in new markets. Square was founded in 2009 by Jack Dorsey and Jim McKelvey and is headquartered in San Francisco, with offices now operating across the United States, Canada, Japan, the UK and Australia.

Great customer support is provided by both people and products. We are seeking a highly motivated, reliable and resourceful individual who is dedicated to providing the highest level of support with every customer interaction. They will use their proximity to customer issues to propose solutions that will continually improve the customer experience, while working to optimise and scale team processes and policies. The ideal candidate is a determined advocate of our customers, a creative problem-solver, and a collaborative team member who is adept at dealing with fast changing environments. This person is energised by working with people, while still being a strong independent worker.

You will:

• Effectively solve customer inquiries via email, phone, Twitter and chat
• Connect with merchants to discuss their needs and how Square products can help them grow their business
• Identify, document, and follow-up with engineers on product bugs and features, taking ownership of customer’s issues when required
• Analyse trends in customer issues and suggest improvements to processes, policies, and products
• Identify and draft improvements to online help content and internal documentation
• Collaborate with members of other teams to identify answers and be a resource to teammates
• Complete other tasks as directed from time to time by a Support Lead

You have:

• A university bachelor's degree or equivalent practical experience  
• Genuine curiosity about people, technology and business, while possessing the ability to inspire passion in others
• Ablility to customise the support experience to the needs of individual customers
• Coachable mindset, interested in implementing feedback, and dedicated to continuous personal improvement
• Comfortable with ambiguity and resilient when facing rapid change
• Strong organisational, analytical, written, and verbal communication skills, with evidence of previous customer service experience and technical ability being highly regarded
• Superb attention to detail
• The ability to adapt to new situations quickly and think on your feet
• Excellent time-management skills
• A desire to help people and improve the customer experience
• A passion for startups and for simplifying the buying and selling experience
• The ability to work weekends as part of a rotating schedule
• The ability to work public holidays as needed
• Working hours flexibility

Even better:

• Experience handling sales enquiries over the phone or email
• Sound knowledge of social media including Twitter and Facebook
• Work background that includes providing technical support over the phone

At Square, our purpose is to empower – within and outside of our walls. In order to build the best tools for the businesses and customers we support all over the world, we have to start at home with a workforce as diverse and empowered as our sellers. To this end, we take great care to evaluate all employees and job applicants equally, based on merit, competence, and qualifications. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.