Advanced Support Specialist

  • Atlanta, GA
  • Employees can work remotely
  • Full-time
  • Alternate Location: St. Louis, 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

The Seller Advance Support Specialist serves as an internal support system within Square Customer Success. In Seller Advanced Support, you will develop expertise on all things Square - product, policy, and procedure- and partner that knowledge with a deep understanding of how to craft exceptional Customer Experiences in order to effectively coach Square’s frontline Supporters through complex, unfamiliar, and escalated interactions. 

 

You will: 

  • Own resolution of Advocate inquiries, coaching your teammates through unfamiliar or escalated interactions via live-chat and in-person interactions

  • Coach Advocates, increasing their product knowledge and improving their skills in communication, problem solving, and resource navigation

  • Creatively address complex problems and own issues to resolution

  • Drive improvements by collecting and escalating feedback from internal and external Customers 

  • Partner with cross-functional teams to continually improve the Customer Success experience

  • With tenure in role, begin to directly assist sellers via Manager Escalations and other workflows that rebuild trust and create customer loyalty

 

You have: 

  • Excellent skills in coaching, communication, collaboration, and bias to action

  • Ability to remain composed and resilient through escalated or ambiguous situations

  • Ability to manage multiple responsibilities and prioritize time to maximize impact

 

Qualifications

 

Minimum Requirements

  • 2+ years of related Help Desk work experience.

  • Proven history of training and coaching within a fast-paced environment

  • Flexibility with scheduling based on business needs

  • Previous experience in a call center environment preferred.

 

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. 

We are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants. We encourage applicants to share needed accommodations with their recruiter, who will treat your request 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, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other 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.

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

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.

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