Customer Success Manager

  • Scottsdale, AZ
  • Full-time

Company Description

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.

Job Description

You Will:

  • Lead a team of 10-15 Customer Success Advocates who interact with customers via Chat, Email and/or Phone
  • Ensure a high level of customer support quality and quantity being provided by all members of your team
  • Ensure individuals on your team hit all metric expectations and sales goals
  • Keep the energy and morale of your team high
  • Participate in recruiting, interviewing and hiring of new team members
  • Respond to escalations
  • Be a strong customer advocate by providing feedback to Product and Development via Voice Of the Customer team
  • Assist with special projects to improve the overall effectiveness of the Customer Success Team as needed
  • Actively contribute to the culture of the office

Day to day activities

  • Coach and develop Customer Success Advocates

    • Monitor agents e-mails, calls or chats in real time and provide appropriate coaching and feedback

    • Conduct 1:1 meetings with Advocates on your team 

    • Prepare and conduct 6 month and Annual Reviews with your Advocates

    • Keep accurate and organized coaching documentation

    • Engage in career pathing discussions

  • Create and roll out contests

  • Review data on the team and individual performance

  • Conduct Team Meetings

  • Schedule and attendance Adherence

  • Complete accurate and timely Payroll

Qualifications

You have:

  • A BA/BS degree or related experience

  • 3+ years of direct people management experience required

  • Experience building and scaling Customer Success operations, particularly in a fast-paced startup or tech environment

  • The ability to effectively influence and communicate cross-functionally

  • Excellent written and verbal communication skills

  • Creative problem-solving abilities

  • A passion for Square and ensuring an outstanding customer experience

*This is a full-time employee position located in our Scottsdale office.

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.