Weebly was acquired by Square in May 2018. Founded in 2007, Weebly is a complete platform that allows anyone to start and grow an online business with curated website templates, powerful e-commerce and integrated marketing. More than 40 million entrepreneurs around the world use Weebly to grow their customer base, fuel sales and market their idea. Designed for any entrepreneur who wants to reach a global audience, Weebly gives everyone the freedom to create a high ­quality site and store that works brilliantly across any device. Weebly offers a range of pricing options, including free and premium consumer plans, as well as enterprise offerings and is consistently the highest rated website building mobile app in the App Store and Google Play.

The Advanced Technical Support (ATS) team provides highly technical, real-time support to our Customer Success Advocates as well as directly handling escalated, complex customer issues. This team is also responsible for creating bug tickets and communicating with internal departments and the broader Customer Success team about the status of bugs. As manager of this team you will be responsible for organizing and motivating the team to have high quality outcomes that positively impact our CS organization and our customers.

You Will:

• Develop team metrics and hold team accountable to them

• Establish complex, cross functional workflows

• Develop a culture of training and mentorship

• Develop and manage team SLA’s for real-time requests as well as response times on each escalated queue

• Partner with a number of different teams across the Square Seller organization

  • Product - Communicate through Jira (defect tracking system) to discover new issues and keep the CS organization informed and updated on progress for any defect.

  • Customer Success Managers - Partner with other CSM’s to convey coaching opportunities and facilitate information on new issues arising in real time.

  • Training and Development - Track and report common issues and questions from the floor to develop new training for T1 agents.

  • Quality Assurance - Work closely with our QA team to ensure defects are being created, tracked, managed and worked on effectively.

• Professional development for team members

• Be a strong product expert in all Weebly offerings

Results:

• Upleveling knowledge of T1 agents through coaching and training opportunities identified and/or delivered by the Advanced Technical Support team

• Quick and accurate information relayed to our customers (via Tier 1 or while working directly with a customer).

• SLA’s for all live support requests and escalated queue response times for our T1 agents and customers

• Maintaining defect SLA’s by partnering with Quality Assurance team

You have:

• 3 years of management experience, preferably in a technological contact center.

• Competency with DNS, HTML, CSS, E-Commerce, Email Protocol, and Payment Gateways.

• Experience with SalesForce and Jira is 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.