Cash App Customer Success Manager
- Full-time
Company Description
When we launched the little white reader, we invented mobile, ubiquitous payments and enabled anyone to start, run, and grow a business. Ten years and billions of transactions later we’re reimagining commerce for businesses of all types and sizes—we’re enabling the independent electrician to send invoices, helping the beauty salon pay its employees, and giving the burgeoning coffee chain capital for a second, third, and fourth location. We’re working to find new and better ways to help businesses succeed on their own terms—and we’re looking for people like you to help shape tomorrow at Square.
Job Description
We are looking for a highly motivated and resourceful individual to lead members of Square's Customer Success team. You will not only lead a team of passionate Advocates, but you will also build world class operations - optimizing all Success channels including email, Twitter, and phone - all while strengthening team culture, driving customer happiness, and promoting employee success.
You'll serve as a cross-functional liaison working with product, engineering, business development, marketing, and finance to guide Square's most important strategic priorities. You will track Key Performance Indicators weekly.
You will:
- Coach and mentor team members with a focus on professional development and upstream thinking
- Improve customer satisfaction across channels
- Develop metrics to measure the growth and performance of the team, and provide reports as needed
- Use deep product and industry knowledge while serving as a cross-functional leader
- Treat Success as a product at Square, innovating and iterating on the customer experience
- Develop end-to-end project plans and ensure on-time delivery of essential Success initiatives
- Gather and summarize relevant data, suggesting improvements in the tools and techniques to help scale the team
- Scale the Success team by capitalizing on opportunities for increased effectiveness and efficiency, driving productivity initiatives
- Report to a Customer Success Lead
Qualifications
You have:
- BA/BS degree or related experience
- 6+ years of work experience with 3+ years of direct people management experience
- Past product or project management experience
- Experience building and scaling Customer Success operations, particularly in a fast-paced startup or tech environment
- The ability to influence and communicate cross-functionally
- Creative problem-solving abilities
- Passion for Square and ensuring an outstanding customer experience
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