Customer Support Manager, Seller
- Melbourne, Australia
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. .
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.
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
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