Customer Support Manager
- Melbourne, Australia
- Alternate Location: Sydney, Australia
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.
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
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'
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.
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.