User Happiness Lead, Verse
- Barcelona, Spain
- Current Square Employee?: Apply via go/jobs with your Square email.
Verse is a financial brand within the ecosystem of Square, located in Barcelona. Our goal is to take the friction out of spending and sharing money through peer-to-peer transactions. Our digital wallet allows you to share payments instantly, safely, and free of charge in select European countries.
We are collaborating closely with the Cash App organization to build a product that refines the world’s relationship with money by making it universally accessible. This partnership will enhance support and continued investment in our company’s growth across the European Union.
We want to hire the best talent to join our team in Spain. Interested in learning more?
6+ years of experience working Customer Support teams
Experience working and setting up ZenDesk or equivalent tools
Experience on creating and escalating support team(s)
Experience working in a fast-paced organization
Strong people management skills
Fluent spoken and written English and Spanish
What you will do:
Define, measure and track key performance indicators for the User Happiness team (Customer Support)
Create processes and protocols to guarantee SLA are accomplished
Define the required procedures and assure a successful implementation
Be the point of contact with Product to reflect user feedback in the app
Stay on top of changes in the app and help defining Growth campaigns with the aim of reducing customer contacts
Define the strategy to reduce customer contacts, implement non-assisted channels and other tools that help User Happiness to provide a better service to our users
Optimize the overall performance of Customer Support team
Define a solution for ‘Business Hours’ and ‘Out of Business Hours’ and providing support throughout Europe
Implement a customer journey strategy to better contact with our users
Define a strategy to escalate the team and making it elastic for peak and valley hours
What do we expect from you:
You are curious and hands on - You will become the ambassador for the User Happiness team
You are willing to understand the pain points of our users and how they affect the vision and goals of the company
You thrive under pressure and are capable to work on tight deadlines
You are comfortable working with data and extract conclusions from it, especially related to demand forecast, impact of new features on user feedback, and cross-selling analysis
You make your decisions based on what metrics are telling you
You like working on a fast-paced environment and understand that pivoting is part of the job
You are comfortable working with different teams and can communicate both with Legal teams and Product teams seamlessly
Verse treats all employees and job applicants equally. Every decision is based on merit, qualifications, and talent. We do not discriminate on the basis of race, religion, political ideas, ethnicity, origin, gender, sexual orientation, age, marital status, social status, union states, kinship status, disability status, or any other characteristic protected by applicable law.
We will consider for employment qualified applicants with criminal histories in a manner consistent with each office’s corresponding local guidelines and applicable regulations.
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