Customer Success Advocate

  • Scottsdale, AZ
  • 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

We started with a simple idea—that everyone should be able to accept credit and debit cards—and we’ve been rethinking buying and selling ever since. Square operates in 5 markets globally and this role is based in our Scottsdale office.

Great customer support is provided by both people and products. You are dedicated to providing world-class customer service, and will be the voice of Square in a new market and region. You have experience using your proximity to customers to identify high-leverage improvements to the customer experience, working with a range of global teams to implement and iterate. 

You will:

  • Effectively solve customer enquiries by phone, email, Facebook, Twitter and chat
  • Connect with merchants to discuss their needs and how Square products can help them start, run and grow their business
  • Identify, document, and follow up with engineers on product bugs and features, taking ownership of customers’ issues when needed
  • Analyze trends in customer issues and suggest improvements to processes, policies, and products
  • Identify and draft improvements to online help content and internal documentation
  • Collaborate with members of other teams to identify answers and be a resource to teammates
  • Report to a Customer Success Lead

Qualifications

You have:

  • A Bachelor's degree
  • Genuine curiosity about people, technology and business, while possessing the ability to inspire passion in others
  • Coachable mindset, interested in implementing feedback, and dedicated to continuous personal improvement
  • Comfort with ambiguity and resilient when facing rapid change
  • Excellent organizational and time-management skills
  • A desire to help people and improve the customer experience
  • A passion for startups and for simplifying the buying and selling experience
  • An ability to work weekends as part of a rotating schedule; working-hours flexibility
  • An ability to work public holidays as needed

Even better:

  • At least two years working in a customer-centric, cross-functional role at a technology company 
  • Experience handling sales enquiries over the phone or email, or equivalent experience
  • Sound knowledge of social media, including Twitter and Facebook
  • Excel or SQL knowledge

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.

Perks

At Square, we want you to be well and thrive. Our global benefits package includes:

  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Meal reimbursements
  • Wellness perks
  • Paid parental leave
  • Flexible time off
  • Learning and Development resources