Customer Support Manager, Seller

  • Melbourne, Australia
  • 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

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.