Bilingual Customer Success Advocate, Risk (Spanish)

  • St. Louis, MO
  • 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

Assist sellers with risk related inquiries, including account reviews, buyer fraud, account takeovers, and disputes
Educate sellers on policies and best practices to help mitigate risk when accepting credit card payments
Assist sellers in submitting necessary documentation to ensure timely and effective resolution
Utilize strong de-escalation skills to help customers who need assistance
Escalate complex cases and collaborate cross functionally, serving as a resource to others
Efficiently communicate with customers and internal partners and manage work to ensure all SLAs are achieved
Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies and products
Effectively manage incoming communication via phone and email using a CRM tool Hold a high bar for customer success when owning customer interactions

Qualifications

  • Spanish & English fluency; both written and spoken
  • Experience in banking, finance, fraud or collections required
  • Genuine curiosity about people and business, while possessing the ability to inspire passion in others Interest in implementing feedback and dedicated to the improvement of your skills and work
  • Strong organizational, analytical, written and verbal communication skills
  • Superb attention to detail The ability to quickly adapt to new situations and think on your feet
  • Excellent time-management skills
  • A desire to help people and improve the customer experience
  • A passion for Square and customers engaging with
  • Square products Must be flexible with schedule and have the ability to work nontraditional shifts, including evenings and weekends, as well as some holidays based on business needs.

Additional Information

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. 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.