Customer Success Advocate - English/French Bilingual

  • 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

We started with a simple idea—that everyone should be able to accept credit and debit cards—and we’ve been rethinking buying and selling ever since. Square currently operates in 5 markets globally and this role is based in our Dublin office.

The ideal candidate is dedicated to providing world-class customer service, acting as the voice of Square in a new market and region. You have demonstrated experience using your proximity to customers to identify high-leverage improvements to the customer experience. 

You are curious and motivated by the challenge of helping to build our small, but strong and growing, operation here in these early days for Square in Dublin.

You Will:

  • Spend the majority of your day interacting with Square sellers by phone, email, Twitter and Facebook 

  • Connect with sellers to discuss their needs and how Square products can help them start, run and grow their business 

  • Identify, document, and follow up with engineers on product bugs and features, taking ownership of customers’ issues  

  • Analyse trends in customer issues and suggest improvements to processes, policies, and products 

  • Identify and draft improvements to online help content and internal documentation 

  • Work cross functionally with other teams and functions across regions to improve product, policies and procedures

Qualifications

You Have:

  • Both English and French fluency, spoken and written

  • Strong organisational, analytical, written, and verbal communication skills, with evidence of previous customer service experience and technical ability being highly regarded 

  • Genuine curiosity about people, technology and business, while possessing the ability to inspire passion in others 

  • Attributes of a problem solver. You enjoy digging into a problem and finding a solution. 

  • Ability to customise the support experience to the needs of individual customers

  • Coachable mindset, interested in implementing feedback, and dedicated to continuous personal improvement 

  • Comfort with ambiguity and resilient when facing rapid change 

  • Superb attention to detail

  • Excellent time-management skills 

  • A desire to help people and improve the customer experience of our sellers

  • A passion for startups and for simplifying the buying and selling experience

  • The ability to work weekends as part of a rotating schedule 

  • The ability to work public holidays as needed 

  • Working-hours flexibility

Even better:

  • Fluency in one or more additional languages besides English and French, both written and spoken 

  • Experience handling sales enquiries over the phone or email, or equivalent experience 

  • Sound knowledge of social media, including Twitter and Facebook 

  • Leadership experience, formal or informal 

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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