We believe the economy is better when everyone has access. When everyone has room to grow. No one should be left out because the cost is too great or the technology too complex. We started with a little white credit card reader but haven’t stopped there. 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. 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.

What does L&D do?

We’re here to help Customer Success Advocates learn and grow! Customer Success Learning & Development ensures that the team is equipped with the knowledge and skills they need in order to be successful in their role, as well as provide opportunities for further career growth and development. Our focus areas include new hire training, continued development, internal communications, and on the job performance support.  

Job Summary

In this role, you will be focused on facilitating new hire training and providing continued development opportunities that drive performance improvement across the Cash App Customer Success team. The Cash App team is hiring at a rapid pace making the need for an amazing new hire training experience more important than ever. When it comes to continued development, there is a wide scope of opportunities including soft skills development, building product knowledge, workflow efficiency, and targeting behaviors that will have the greatest impact on performance. It’s demanding, but incredibly rewarding!  

What you’ll do:

Design and facilitate training that...

• ​Sets new hires up for success by developing the necessary skills and knowledge for the role while also creating an amazing onboarding experience  
• Targets performance improvement opportunities identified through both data analysis and stakeholder collaboration.
• Develops soft skills of Advocates to optimize the customer experience.
• Improves Advocate workflow and drives efficiency
• Builds the level of both product and technical troubleshooting knowledge across the team
• Prepares Advocates for high priority product launches
• Enables operational changes that drive efficiency and organizational effectiveness
• Enables Customer Success!!

• 5+ years of experience in organizational development, talent development, training and development or related field
• Knowledge of learning theory, instructional design, adult learning principles.
• Strong public speaking, teaching, and coaching skills with a desire to see others succeed.
• An analytical, data-focused mindset with a track record of success in a metrics-driven environment.
• Strong teaching and coaching skills, and a desire to see others succeed
• A deep understanding and experience in performance analysis, training facilitation, and instructional design.
• A willingness to get your hands dirty to understand the problems that face our customers and our team.
• Experience with e-learning development tools and educational technology a plus.

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 and always consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance. 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.