Customer Success Advocate - eCommerce (Weebly)

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

Would you like to learn about how technology helps small businesses become more successful? Square acquired Weebly in 2018 and we are looking for stellar individuals to join our growing Customer Success Advocate -eCommerce/Weebly team in Scottsdale, AZ. You will report to the Head of eCommerce Customer Success and help our customers achieve their goals with their sites over the phone, through online chat, and email while delivering top-notch service. As a CSA, you are involved in all aspects of customer service and have a direct impact on our customers and their emerging websites.

You won't make cold calls which means no getting yelled at because you interrupted someone in the middle of Instagramming their dinner but you will spend the majority of your day talking to our customers over the phone and through chat or email tickets.

You will:

Effectively solve customer enquiries by phone, email, Facebook, Twitter and chat
Offer additional products and services that help our customers reach their goals. (Yes, we mean you'll sell products and services they need to be more successful)
Use a professional approach to respond to chat and email tickets, and phone calls
Bring value to the company through customer conversion, retention, and cross selling of our products
Collaborate with members of other teams to identify answers and be a resource to teammates

Qualifications

You have:

A strong understanding of internet technology and website creation
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
Experience in direct customer or client-facing roles
Experience with eCommerce and marketing
Strong organizational and time-management skills.
Comfortability with technology in general (you are the person your friends and family call when they need help with their new wireless printer)
An ability to type at least 40 WPM

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