Social Support Lead, Customer Success

  • San Francisco, CA
  • Full-time

Company Description

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.

Job Description

Squares Customer Success team believes that every minute a customer spends struggling with our products, is a minute that could have otherwise been spent bringing about economic change for themselves, and their community. As result, were committed to turning questions into commerce, and do our absolute very best to get our customers back up an running as quickly as we can.

As Squares Social Support Lead, you'll work within the Customer Success org to execute on this vision by leading our team of talented Social Response Specialists and Community Moderators through the work of supporting customers via popular social media channels and app reviews. When things go wrong, youll also play a front-line role in organizing and executing on our incident response strategy to ensure proper communication to affected customers.

You will:

  • Be a strong, supportive people lead for our team of Social Response Specialists and Community Moderators. Youll resolve escalations, set KPIs, refine processes, and provide regular coaching and feedback to help facilitate and further your direct reports career growth.

  • Ensure that customers who reach out to us on social media for help have the best experience possible. You'll partner with our Operations and QA teams to develop standards for measuring quality, and with our Marketing and Brand teams to ensure our work is meeting their expectations.

  • Take an immediate, active role in our incident response strategy, and partner with Engineering, Legal, Social Media and Comms during an incident to ensure effective communication for affected customers.

  • Identify and communicate trends in social and app review data for all products, and partner with our Product Insights team to ensure trends are properly bubbled up to Product teams.

  • Further expand and improve on our social support strategy and channel coverage. You'll identify what is and isnt working, and make changes appropriately.

  • Be willing to break the rules. 😉

Qualifications

You have:

  • At least 3-5 years of post-university work experience, with at least 2+ years experience in managing a team of individual contributors.

  • Experience and comfort communicating in the public sphere, on behalf of a well-known, public brand. This requires ability to maintain confidentiality, keep customer and company information secure, as well as exercise strong judgement and professionalism at all times.

  • Strong written communication skills, with the ability to explain complicated product and policy concepts in simple, jargon-free language using Squares voice.

  • A proactive nature, a sense of urgency, and a high degree of motivation to go above and beyond to meet the needs of our customers.

  • Willingness to work flexible hours as necessary, which can include a mix of weekends, mornings, evenings, and/or holidays, if needed.

  • A creative approach to problem solving, the ability to thrive in a fast-paced, rapidly changing environment, and a sense of humor (because, hi, its the internet).

Even better:

  • Prior experience and knowledge of Square hardware and software.

  • Experience with Lithium Social Media Management tools.

  • Working knowledge of data collection & manipulation tools, including: Excel, Looker, Salesforce reporting, and SQL.

Additional Information

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.