Customer Success Advocate, Risk - Bilingual Spanish

  • St. Louis, MO
  • 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 know that great customer support is provided by both people and products. We are seeking a highly motivated  and resourceful individual dedicated to providing world-class support by exceeding expectations through each interaction with Square merchants and customers. In this role, you will work directly with sellers to assist them through Risk processes, including account reviews and credit card disputes. These are critical moments for Square and our sellers. You will educate sellers, guiding them to ensure they complete the necessary steps including submitting documentation to verify their business and transactions. You will empower sellers with an understanding of these important processes, leverage strong de-escalation skills, and ensure our sellers feel supported.

You will:

  • Assist sellers with risk related inquiries, including account reviews, buyer fraud, account takeovers, and disputes

  • Educate sellers on policies and best practices to help mitigate risk when accepting credit card payments

  • Assist sellers in submitting necessary documentation to ensure timely and effective resolution

  • Utilize strong de-escalation skills to help customers who need assistance

  • Escalate complex cases and collaborate cross functionally, serving as a resource to others

  • Efficiently communicate with customers and internal partners and manage work  to ensure all SLAs are achieved

  • Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies and products

  • Effectively manage incoming communication via phone and email using a CRM tool

  • Hold a high bar for customer success when owning customer interactions

Qualifications

  • Spanish & English fluency; both written and spoken

  • College degree or relevant experience preferred

  • Experience in direct customer or client-facing roles

  • Genuine curiosity about people and business, while possessing the ability to inspire passion in others

  • Interest in implementing feedback and dedicated to the improvement of your skills and work

  • Strong organizational, analytical, written and verbal communication skills

  • Superb attention to detail

  • The ability to quickly adapt to new situations and think on your feet

  • Excellent time-management skills

  • A desire to help people and improve the customer experience

  • A passion for Square and customers engaging with Square products

  • Must be flexible with schedule and have the ability to work nontraditional shifts, including evenings and weekends, as well as some holidays based on business needs.

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.