Customer Support Manager

  • Melbourne, Australia
  • Full-time
  • Alternate Location: Sydney, Australia

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

We’re seeking a Customer Support Manager to report to our Customer Success Leader and manage a group of our Customer Support Associates- who pride themselves on providing outstanding customer care to Square merchants across Australia. You will be passionate about Square and our focus on economic empowerment, a strong people manager and someone who loves working in a high-tech environment. You will not only lead a team of passionate Customer Support Associates, but will also build outstanding operations - optimising all Customer Support channels including email, social media, and phone - while strengthening team culture, driving customer happiness, and promoting employee success. 

You may have current experience providing customer service in hospitality, retail, or another customer-focused role. You will work with your lead and Square teammates to develop a career in a technology company, better understand the unique challenges faced by Australian (and international) small business owners, and help promote long-term success for Square in Australia.

You will:

  • Coach Customer Support team members, with a focus on continuing and enhancing their professional development 

  • Improve Square Australia customer satisfaction across all channels (email, social media, phone)

  • Ensure delivery of critical Customer Success projects, leading these end to end

  • Gather and synthesise data, suggesting improvements of tools, techniques and productivity to help scale the team

  • Scale the Customer Support team by capitalising on opportunities for increased effectiveness and efficiency

  • Occasionally work on public holidays to support our Square Australia sellers

Qualifications

You have:

  • A passion for Square and ensuring an outstanding customer experience

  • Customer support experience with experience directly managing teams of at least 5 individual contributors 

  • The ability to effectively influence and communicate with cross-functional teams

  • Creative problem-solving abilities 

  • BA/BS degree or related experience

  • Past product or project management experience

* Internally this role is known as 'Customer Success Manager'

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. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page

Perks

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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