Customer Success Advocate

  • Scottsdale, AZ
  • 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 started with a simple idea—that everyone should be able to accept credit and debit cards—and we've been rethinking buying and selling ever since. You are dedicated to providing outstanding customer service, being the voice of Square. You have demonstrated experience using your proximity to customers to identify high-use improvements to the customer experience.

You will:

  • Spend the majority of your day working with Square sellers by handling inbound phone calls in a fast paced environment
  • Apply creative problem solving to seller inquiries with the support of your partners, resource and leadership
  • Connect with sellers to discuss their needs and how Square products can help them start, run and grow their business
  • Identify, document, taking ownership of customers' issues seeing problems through to resolution, escalating feature requests.
  • Identify and cross-sell Square products to customers through education on Square's ecosystem

The shift is M-F, 10am-7pm Mountain Standard Time

Willingness to work flexible hours as part of a rotating schedule, which includes a mix of weekends, mornings, evenings, overnight, and holidays

Qualifications

You have:

  • English fluency with strong organizational, analytical, written, and verbal communication skills, with evidence of previous customer service experience and technical ability being highly regarded, both spoken and written
  • The soft skills to engage with sellers over the phone, asking questions and offering solutions for their business
  • The ability to type and double task efficiently while handling phone contacts
  • Genuine curiosity about people, technology and business, while possessing the ability to inspire passion in others
  • Problem Solving Skills. You enjoy digging into a problem and finding a solution.
  • The ability to customize the support experience to the needs of individual customers
  • Interest in receiving and implementing feedback, and dedicated to personal improvement
  • Comfort with ambiguity and resilient when facing rapid change
  • Superb attention to detail
  • Excellent time-management skills
  • A desire to help people and improve the customer experience of our sellers
  • The ability to turn around challenging issues through de-escalation and problem solving

Even better:

  • At least two years working in a customer-centric, cross-functional role or a background in hospitality
  • Experience handling sales inquiries over the phone or email, or equivalent 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