Customer Success Advocate

  • Melbourne, Australia
  • Full-time
  • Current Square Employee?: Apply via go/jobs

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, data reporting, loyalty programs and managing inventory, locations or customers. 

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

We are looking for a Customer Success Advocate to join the Square Australia Customer Success team. The Customer Success team works with Square customers by phone, email, messaging and social media to proactively solve problems, demonstrate how to get the most out of Square, and always improve our Square products by giving feedback to Square Product teams. Reporting to the Lead, Customer Success, you’ll support our diverse Square customer base across Australia.  

You may have current experience providing customer service in hospitality, retail, or another customer-focused role. You will work with your lead and Square teammates to develop a career in a technology company, better understand the unique challenges faced by Australian (and international) small business owners, and help promote long-term success for Square in Australia.

You will:

  • Solve customer inquiries by email, phone, messaging and social media, using a CRM tool

  • Connect with sellers to discuss their needs and how Square products can help them start and grow their business 

  • Identify, document, and follow up with Square engineers on product bugs and features, taking ownership of customers’ issues

  • Recognise opportunities to update external Support Center content and internal Customer Success documentation 

  • Work with other Square Australia and international teams (Product, Engineering, Business Development, Marketing and Finance) to improve product, policies and procedures

  • Analyse trends in customer issues and suggest improvement ideas and plans 

  • Treat Customer Success as a product at Square, improving and iterating on the customer experience

  • Work with internal Squares and our Square Australia sellers with empathy, being willing to seek different perspectives, take principled risks and have a focus on inventing and learning

  • Occasionally work on public holidays to support our Square Australia sellers

Qualifications

You have: 

  • The ability to work with Australia-based customers in English (writing and phone), and global Square colleagues in English (reading, writing and video meetings)

  • Experience working in a customer-centric, cross-functional role at a technology company or a background in hospitality, retail or a customer-facing role

  • Problem-solving skills - you enjoy digging into a problem and finding a solution 

  • The ability to tailor a custom customer success experience to address the unique requirements of individual Square customers

  • A strong interest in receiving and implementing feedback and focus on improvement

  • A passion for Square and desire to help customers

Multiple positions are available, to commence late August/early September 2020.

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.

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