Customer Service Manager

  • Atlanta, GA
  • 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

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

In this role, you will serve as a cross-functional liaison working with product, engineering, business development, marketing, and finance to drive Square s most important strategic priorities. You will track Key Performance Indicators weekly.

You will:

  • Coach team members with a focus on professional development and upstream thinking
  • Improve customer satisfaction across channels
  • Develop metrics to measure the growth and performance of the team, and provide reports
  • Mentor team members with a focus on professional development and upstream thinking
  • Utilize deep product and industry knowledge while serving as a cross-functional leader
  • Treat Success as a product at Square, improving and iterating on the customer experience
  • Develop end-to-end project plans and ensure delivery of essential Success projects
  • Gather and summarize relevant data, suggesting improvements in the tools and techniques to help scale the team
  • Scale the Success team by capitalizing on opportunities for increased effectiveness, driving productivity programs

Qualifications

You have:

  • A BA/BS degree or related experience
  • 6+ years of work experience with 3+ years of direct people management experience
  • Past product and/or project management experience
  • Experience building and scaling Customer Success operations, in a fast-paced startup or tech environment
  • The ability to effectively influence and communicate cross-functionally
  • Creative problem-solving abilities
  • A passion for Square and ensuring an outstanding customer experience

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.

Perks

At Square, we want you to be well and thrive. Our global benefits package includes:
  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Paid time off
  • Learning and Development resources