Customer Support Lead

  • Dublin, Ireland
  • 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

Square operates in 6 markets globally, and this role is based in our Dublin office. We are seeking an individual to lead members of Square's outstanding Customer Success (CS) team who focus on providing exceptional customer support. You will not only lead a team of passionate and high-performing CS Advocates but you will also help build remarkable operations; optimising all CS channels including phone, email and messaging, all while strengthening team culture, driving customer happiness, and promoting employee success. You will be a liaison working with Product, Engineering, Business Development, Marketing, and Finance teams to drive and improve Square's most important strategic priorities across new and existing markets in the region. You will track Key Performance Indicators weekly and report into the Lead of Customer Service for the UK/EU.

You Will:

  • Coach and mentor team members with a focus on fostering a culture of learning and curiosity, professional development and upstream thinking
  • Drive improvements in customer satisfaction across channels
  • Treat Customer Success as a product at Square, brainstorming and iterating on the customer experience
  • Develop and lead end-to-end project plans and ensure timely delivery of essential CS programs
  • Gather and summarise relevant data, suggesting improvements in the tools and techniques to help scale the team
  • Help scale the CS team by capitalising on opportunities for increased efficiency, driving productivity programs

Qualifications

You Have:

  • 6+ years of work experience, with 3+ years of direct people management experience
  • Managed a team of 7+ individuals in a high volume environment
  • Past product and / or project management experience
  • Experience building and scaling customer-facing teams and operations, preferably in a fast-paced startup and/or tech environment
  • Ability to effectively liaise with stakeholders across a wide range of backgrounds, levels and teams
  • Excellent written and verbal communication skills, with fluency in English
  • Creative problem-solving abilities, with a sense of calm under pressure
  • Evidence of quick, high-quality decision making, in the presence of multiple (sometimes conflicting) priorities
  • A strong sense of empathy and a love for helping people
  • A passion for Square and ensuring an outstanding customer experience

Even Better:

  • Fluency in one or more additional European languages besides English
  • Experience upselling and cross selling

Additional Information

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Square is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, based solely on the core competencies required of the role at hand, and without regard to any legally protected class.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially 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

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Square is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, based solely on the core competencies required of the role at hand, and without regard to any legally protected class.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially 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

Square, Inc. (NYSE: SQ) builds tools to empower businesses and individuals to participate in the economy. Sellers use Square to reach buyers online and in person, manage their business, and access financing. Individuals use Cash App to spend, send, store, and invest money. And TIDAL is a global music and entertainment platform that expands Square's purpose of economic empowerment to artists. Square, Inc. has offices in the United States, Canada, Japan, Australia, Ireland, Spain, Norway, and the UK.

Privacy Policy