Customer Experience Operations Manager (Seller)

  • 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

The Resolution Desk is a team of experienced product and policy experts within the Customer Success organization who specialize in recovering negative customer experiences, coaching frontline Advocates, and providing insights that drive high performance and a positive customer experience. This team serves as the primary escalation path for Customers who ask to speak with a manager or who engage social media to express their dissatisfaction with Square. Through these interactions, the Resolution Desk aims to protect and repair the relationship between Square and our Sellers, while identifying opportunities to improve the customer experience and Advocate performance.

 

We are seeking a highly motivated and resourceful Leader who is not only a great coach but also has an analytical mindset and an aptitude for process improvement. You’ll lead a team of product and policy experts, and you will also build out world-class operations,  partner with cross-functional stakeholders to implement data-driven solutions, drive customer happiness, and promote employee success. The Resolution Desk team has a wealth of insight into what drives high performance and a great customer experience. It will be up to you to analyze, communicate, and take action on these high impact opportunities to drive Customer Success.

You will:

  • Drive improvements in Advocate performance, customer satisfaction, and the recovery of poor customer experiences with Square

  • Coach and mentor Resolution Desk team members with a focus on professional development, driving results, and upstream problem solving

  • Ensure Resolution Desk team members are up to date on all products, policies, and team processes in order to effectively support the CS team

  • Manage cross-functional projects to drive improvements in customer-facing policy and processes to improve the customer and Advocate experience

  • Aggregate and share insights from quantitative and qualitative Resolution Desk data to help influence training, content, policy, coaching needs, and product features

  • Refine internal Resolution Desk policies and processes to improve the team’s efficacy and efficiency in promoting the customer experience 

  • Treat Success as a product at Square, innovating and iterating on the customer experience

Qualifications

  • 3 years of experience in a role as an operations leader

  • 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 outstanding customer experiences

  • Working knowledge of data collection & visualization tools, such as Excel, Looker, or Salesforce

Nice to have:

  • Past product and/or project management experience

  • Experience building and scaling tier 2 support or similar operations, particularly in a fast-paced startup or tech environment

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