Call Center Manager, Seller
- Full-time
Company Description
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.
**This role is NOT open to remote candidates**
You will:
• Coach and mentor team members with a focus on professional development and upstream thinking
• Drive improvements in customer satisfaction across channels
• Develop metrics to measure the growth and performance of the team, and provide reports as needed
• Utilize deep product and industry knowledge while serving as a strong cross-functional leader
• Treat Success as a product at Square, innovating and iterating on the customer experience
• Develop and lead end-to-end project plans and ensure on-time delivery of critical Success initiatives
• Gather and synthesize 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 and efficiency, driving productivity initiatives
Qualifications
• A BA/BS degree or related experience
• 6+ years of work experience with 3+ years of direct people management experience preferred
• Past product and/or project management experience
• Experience building and scaling Customer Success operations, particularly in a fast-paced startup or tech environment
• The ability to effectively influence and communicate cross-functionally
• Excellent written and verbal communication skills
• Creative problem-solving abilities
• A passion for Square and ensuring an outstanding customer experience
Additional Information
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