Voice of the Customer, Strategist

  • Atlanta, GA
  • Employees can work remotely
  • Full-time
  • Alternate Location: Atlanta, United States

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

Square's Customer Success team is looking for a solutions-oriented individual to lead a transformational effort across the organization whereby our customer's voice is brought to life. The person we are looking for must be an agent of change, shifting the business mindset to focus on listening to customers, understanding customer needs, making feedback available & tangible for stakeholders, and advocating for the removal of customer friction across the various engagement points they have with Square.

To support Square's continued pursuit of placing the customer at the center of all we do, the Voice of the Customer Strategist will identify customer insights via support interactions, Square’s Seller Community, Beta Programs and Support Center feedback. They then will use those insights to drive positive change across each touchpoint of the customer's journey. This role will work cross-functionally with teams across Product, Go-to-Market functions, and Customer success so that this becomes part of Square’s DNA.

You will be an essential subject matter expert, representing the customer to ensure their voice is captured and incorporated into Square's offered solutions.

Qualifications

You will:

  • Produce product insight reports, comprised of customer journey maps

  • Help guide all levels and departments of the organization to ensure that Square continues to take a holistic approach to building for our customers

  • Work with product teams to ensure their product roadmaps are aligned to customer needs and feedback; to educate all customers on new value-add features; and to support customer retention and customer activity goals

  • Lead product partners through review sessions where you will educate and influence

  • Enhance the customer experience by sharing best practices and essential success factors and understanding our customer’s goals, strategy and pain points

You have:

  • 5 or more years leading complex, cross-functional, global program and process improvement efforts

  • A strong operational mentality with demonstrated success in leveraging data to design and implement scalable solutions

  • Background in using analytics and data to tell a compelling narrative.

  • Demonstrated experience leveraging metrics to improve customer service

  • Experience building customer journey maps

  • PMP certifications are highly desired

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