Community Lead, Square
- San Francisco, CA
Square’s Scalable 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. We also believe some of the best ideas and strategies for growing a business come from fellow business owners. We’re committed to turning our seller’s questions into commerce for their business and getting them back up and running as quickly as we can.
*This role can sit remote but will require heavy travel*
Square’s Seller Community is the living, breathing reality of this vision. It’s a place where business owners come together from all over to share ideas, ask questions, solve challenges, and strengthen the bonds that hold our community together. It’s with you from your first food truck to your tenth retail location and all the ups and downs on that journey. It’s like having your best friends in your back pocket.
As the Seller Community Lead, you’ll help execute this vision by growing the Seller Community program into a thriving online and offline platform to support small business growth on a global scale. You’ll manage a team of Community Managers, while providing a matrix-line support to our Response Specialist team. You’ll build off of our existing strategy, and refine it to meet the needs of our sellers worldwide.
Own the overall strategy for the Seller Community, and be accountable to its growth and success through measurable KPIs and qualitative feedback. This includes a best-in-class top contributor program and offline events strategy, though we expect you’ll bring your own perspective and expertise, too.
Lead our talented team of Community Managers in their work, regularly offering coaching and advice to help them grow their careers in the community industry.
Evangelize the community internally, working to increase internal adoption and to raise the overall visibility of the program by working closely with our global, cross-functional partner teams.
Partner closely with our Government Relations and Experiential Marketing teams to support local events, bringing the offline conversation and real-world connections into the digital realm.
Own relationships with our third-party partners, and offer strategic oversight and guidance on the way we design and build our platform.
Be willing to break the rules. 😉 Scalable CS regularly challenges all team members to think differently, and find a better way to solve problems. We move quickly, and we work with intensity.
At least 5+ years work experience in the online community/ customer engagement space, with at least 3+ years experience leading people.
Superb communication skills, both written and verbal. You’re able to clearly and concisely communicate an idea, or overall project/ program status.
Excellent leadership skills rooted in empathy, compassion, and fairness. You view leading people as an honor and a privilege, vs. a sign of career movement.
Strong emotional intelligence, that’s balanced by a data-backed, solution-oriented mindset. You’re able to gather quantitative and qualitative data, and distill it into thoughtful opportunity areas and recommended solutions that have clear scope and deliverables… all without getting caught up in the emotion of the commentary.
A keen eye for prioritization and continuous optimization. You have the ability to discern the urgency and importance of work. You seek out creative ways to leverage the full potential of our existing tools, and advocate for novel solutions.
A proactive nature, a sense of urgency, and a high degree of motivation to go above and beyond to meet the needs of the community.
Existing familiarity with any of the following tools: Khoros (fka: Lithium), Asana, Salesforce, Looker