Customer Support Manager, Seller

  • Melbourne, Australia
  • Full-time

Company Description

Our mission is simple: we want to help people everywhere start, run and grow a business. We’re a fast-moving global fintech company building the tools entrepreneurs need to simplify and streamline their business. Square’s powerful ecosystem of tools includes everything from accepting card payments and invoicing to e-commerce, real-time analytics, data reporting and managing inventory, locations or people. 


Now supporting millions of businesses worldwide, Square is recognised as a leader in innovation, rated in the top 10 of Fast Company’s 2019 World’s Most Innovative Companies list. As we continue to expand globally, we are looking to drive that innovation further by scaling our smart, dedicated and passionate workforce in new markets. Square was founded in 2009 by Jack Dorsey and Jim McKelvey and is headquartered in San Francisco, with offices now operating across the United States, Canada, Japan, the UK, Ireland and Australia. .

Job Description

Do you work in Hospitality, Retail, or Restaurant industries? Do you have a passion for helping customers and ensuring they are provided with a remarkable experience? 

We are seeking a highly motivated and resourceful individual to lead members of Square's Customer Support team. You will not only lead a team of passionate Advocates, but you will also build out world class operations - optimizing all Support channels including, but not limited to, email, Twitter, and phone - all while strengthening team culture, driving customer happiness, and promoting employee success.

You will:

  • Coach and mentor team members with a focus on professional development 

  • Drive improvements in customer satisfaction across channels

  • Develop and lead end-to-end project plans and ensure on-time delivery of critical Support initiatives

  • Gather and synthesize relevant data, suggesting improvements in the tools and techniques to help scale the team

  • Scale the Support team by capitalizing on opportunities for increased effectiveness and efficiency, driving productivity initiatives

Qualifications

You Have:

  • A passion for Square and ensuring an outstanding customer experience

  • 4+ years of work experience with 3+ years of directly managing teams of 5+ individual contributors 

  • The ability to effectively influence and communicate cross-functionally

  • Excellent written and verbal communication skills

  • Creative problem-solving abilities

  • BA/BS degree or related experience

  • Preference for candidates with Jira and Salesforce experience

  • Past product and/or project management experience preferred

 

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)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.