Bilingual Customer Success Advocate (French and English) 12PM-9PM SHIFT

  • Toronto, Canada
  • Full-time

Company Description

Square builds common business tools in unconventional ways so more people can start, run, and grow their businesses. When Square started, it was difficult and expensive (or just plain impossible) for some businesses to take credit cards. Square made credit card payments possible for all by turning a mobile phone into a credit card reader. Since then Square has been building an entire business toolkit of both hardware and software products including Square Capital, Square Terminal, Square Payroll, and more. 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

Squares knows that great customer support is provided by both people and products. We are looking for a highly motivated and resourceful person who is dedicated to providing world-class support by exceeding expectations through each interaction with Cash App customers. They will use their proximity to customers to identify issues to improve the customer experience. You are a fiercely loyal advocate for our customers, a creative problem-solver, and a collaborative team member. You are energized by working with people, while still being a strong independent worker.

You will:

  • Effectively solve customer inquiries by phone, SMS and email using a CRM tool
  • Hold a high bar for Support when owning customer interactions
  • Identify, document and follow up with engineers on product bugs and features
  • Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies and products
  • Recognize errors and draft improvements to content in the external Support Center and internal documentation
  • Collaborate with members of other teams to root out answers and be a resource to teammates
  • Report to a Customer Success Lead



    You have:

    • A degree from a 4 year university preferred 
    • Experience in direct customer or client-facing roles
    • Both English and French fluency, both spoken and written
    • Genuine curiosity about people 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 Square and customers engaging with Square products
    • The ability to multi-task by navigating systems applications while driving resolutions with customers via phone support
    • An ability to work weekends as part of a rotating schedule; working-hours flexibility
    • An ability to work public holidays as needed

    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. 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) 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.