Customer Success Advocate

  • Atlanta, GA, United States
  • Employees can work remotely
  • Full-time

Company Description

Since we first opened our doors in 2009, the world of commerce has evolved immensely – and so has Square. After enabling anyone to take a payment and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together. So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, run a busy kitchen, book appointments, engage loyal buyers, and hire and pay staff. And across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow all in one place.

Today, we’re a partner to sellers of all sizes – large, enterprise-scale businesses with complex commerce operations, sellers just starting out, as well as merchants who began selling with Square and have grown larger over time. As our sellers scale, so do our solutions. We all grow together.

There is a massive opportunity in front of us. We’re building a business that is big, meaningful, and lasting. And we are helping sellers around the world do the same.

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. You are dedicated to providing outstanding customer service, being the voice of Square. You have demonstrated experience using your proximity to customers to identify high-use improvements to the customer experience.

You Will:

  • Spend the majority of your day (up to 90% of your shift) working with Square sellers by handling inbound phone calls in a fast-paced environment

  • Identify and cross-sell Square products to customers through education on Square's ecosystem

  • Apply creative problem solving to seller inquiries with the support of your partners, resource and leadership

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

  • Identify, document, taking ownership of customers' issues seeing problems through to resolution, escalating feature requests.

*Willingness to work flexible hours as part of a rotating schedule, which includes a mix of weekends, mornings, evenings, overnight, and holidays

Qualifications

You have:

  • Fluency with strong organizational, analytical, written, and verbal communication skills, with evidence of previous customer service experience and technical ability being highly regarded, both spoken and written

  • The soft skills to engage with sellers over the phone, asking questions and offering solutions for their business

  • The ability to type and double task efficiently while handling phone contacts

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

  • Problem Solving Skills. You enjoy digging into a problem and finding a solution.

  • The ability to customize the support experience to the needs of individual customers

  • Interest in receiving and implementing feedback, and dedicated to 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

  • The ability to turn around challenging issues through de-escalation and problem solving

Additional Information

You must reside within 50 miles of Atlanta, Georgia to be considered for this position.

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

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

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

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

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