Head of Direct Customer Support, North America
- St. Louis, MO, USA
- Alternate Location: Atlanta, United States
- Position open to remote: No
- Current Square Employee?: Apply via go/jobs
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.
In this role, you will serve as a cross-functional leader inside the company, working with Learning and Development, Operations, Project Management, and our Customer Success Leads to drive a culture of customer-first support. Also, you will manage the operations of the Customer Success team to ensure we achieve Square’s most important strategic priorities and underpin our obsession with the customer focus and mindset. You will set, track and manage Key Performance Indicators (KPIs) weekly and develop front-line, training, recruiting, analytics, workforce management, Voice of the Customer (VoC) and other teams focused around making our customers successful.
Team Happiness + Development
Inspire: communicate an inspiring vision and sense of core purpose, helping leads and team members understand the connection between their work and the end goal.
Connect: build rapport and constructive relationships with all team members – up, down, sideways, inside, and outside of Square.
Grow: coach and mentor team members by identifying and providing learning opportunities that are inline with development plans and company goals.
Operational Efficiency + Strategy
Measure: assess metrics to measure the growth and performance of the team, providing insights and reports as needed. Use these metrics and assessments to consistently drive improvements in team performance through behavioral coaching. CSAT, Handle time and Call quality are examples of metrics we focus on
Analyze: utilize deep product and industry knowledge, gather and synthesize relevant data, suggest improvements in the tools, and techniques to help scale the team – while serving as a strong cross-functional leader.
Innovate: build a new standard for support in payments and commerce related products + services by passionately managing, measuring, and driving improvements in customer satisfaction, productivity, SLAs, etc.
- Scale: see the opportunity in every challenge and develop structured plans to deliver solutions to critical support initiatives to help scale the team effectively.
A BA/BS degree or related experience, MBA preferred
10+ years of work experience with 5+ years of direct experience leading leaders
Experience within retail operations or contact center environment is preferred
Experience building and scaling customer support operations, particularly in a dynamic startup or tech environment
Past product and/or project management experience
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 an excellent customer experience
Willingness to travel as needed within North American region
At Square, we want you to be well and thrive. Our global benefits package includes:
Employee Stock Purchase Program
Paid parental leave
Flexible time off
Learning and Development resources
At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
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