SMB Support Specialist

  • Melbourne, VIC, Australia
  • Employees can work remotely
  • Full-time

Company Description

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together.

To solve this problem, we expanded into software and built integrated solutions to help sellers sell online, manage inventory, book appointments, engage loyal buyers, and hire and pay staff. 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 in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

Job Description

As an SMB Support Specialist  you’ll be a key member of the Global Merchant Services SMB Team, which is responsible for providing and improving the essential services necessary for Clearpay/Afterpay to scale.

In this pivotal role you will report into our regional Integration Manager.

We are much more than our job descriptions, but here’s where you will begin….

Responsibilities:

  • Support our merchants with their technical enquiries by actively monitoring the support pipeline

  • Create, document and follow support procedures and policies.

  • Leverage basic HTML, CSS, and Javascript skills to properly assess and creatively solve support issues on merchant’s websites

  • Balance and manage competing priorities for support employing good judgment to resolve conflict.

  • Proactively contact and update merchants regarding issue status while simultaneously working with internal teams to reach acceptable resolutions.

  • Continually communicate with relevant stakeholder groups to manage support expectations, escalations and priorities

  • Deploy and tailor communication style to suit the audience group – considering internal and external stakeholder needs

  • Document challenges & blockers encountered to further share your learnings with other team members in stand-ups and status check-in calls

  • Keep our support pipeline healthy while operating within the set first response and resolution KPIs

​As an SMB Support Specialist you will deliver support practices that make our merchants happier, healthier and the business smarter.

Qualifications

Like us, you’ll be deeply committed to delivering positive outcomes for our Merchants and passionate about shaping the future of Afterpay.

You like to keep it real with your actions, be brave with your decisions, do the right thing for all our stakeholders and shape the future with excitement.

You’ll have experience in and be passionate about:

  • Experience in a multi-project B2B environment. (This can be in a digital or software development agency, a software platform vendor, or in some comparable account management, support manager or coordinator capacity with customer-facing responsibility.)

  • Excited about solving technical issues for our merchants with a combination of technology and creative thinking.

  • Experience in problem-solving and issue resolution including information collection, directing and leading troubleshooting, decision-making and stakeholder communication.

  • Written communication skills engaging commercial stakeholders.

  • Exposure to ecommerce, POS, ERP, CMS or reporting.

  • Familiarity with platform management processes – environments, testing, release management, deployments.

  • An outcome-based outlook with an appreciation for the balance between quality and delivery.

  • Growth-orientated with an assertive and action-oriented bias, yet a team player who solicits and acts on input from others.

  • Having experience in Salesforce and Zendesk is a plus

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. Block 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

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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