Head of Customer Service, Europe
- Full-time
Company Description
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
You will lead the Customer Success (translates to Customer Service externally) team in servicing our sellers across EU and UK markets. We are seeking an individual to lead a Team Lead and Advocates who focus on providing exceptional service to our sellers. You will not only lead a passionate and high-performing CS team but you will also help build remarkable operations; optimising all CS channels including phone, email and messaging, all while strengthening team culture, driving seller happiness, and promoting employee success. You will be a liaison working with Product, Engineering, Business Development, Marketing, and Finance teams to drive and improve Square's most important strategic priorities across new and existing markets in the region. This role is based in Ireland and you will report into the Head of International Customer Success.
You will:
Lead the EU & UK Customer Success team providing a best-in-class customer service to our sellers across the region for Square and Afterpay products
Drive the Customer Success strategy and its implementation for the EU/UK market
Coach and mentor the Team Lead and Customer Success advocates with a focus on fostering a culture of learning and curiosity, professional development and career progression
Accountable for all operational performance, P&L management and continuous improvement in Customer Success
Drive improvements in customer satisfaction, cross-selling/up-selling, and operational efficiency across all channels
Partner with central supporting cross-functional teams to ensure quality of service to our sellers
Treat Customer Success as a product at Square, brainstorming, iterating and improving on the customer experience
Help share best practices with your peers across North America, Japan, and Australia
Gather and summarise relevant data, suggesting improvements in the tools and techniques to help scale the team
Qualifications
You have:
6+ years of experience in managing teams to success, driving strategy and operational performance
Track record of owning and delivering upon operational excellence at scale
A genuine passion for coaching and mentoring high-performing teams, aimed at developing and accelerating the skills and career trajectory of your team members (team lead and advocates)
Experience building and scaling customer-facing teams and operations, preferably in a fast-paced startup and/or tech environment
Strong prioritisation skills with the ability to drive multiple concurrent projects
Ability to utilise data and metrics to communicate strategy to effectively influence and communicate to folks across a wide range of backgrounds, levels and teams
Creative problem-solving abilities, managing ambiguity
A strong sense of empathy and a love for helping people
A passion for Square and ensuring an outstanding customer experience
Even better:
Fluency in one or more additional European languages besides English
Experience upselling and cross selling
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, 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.
Learn more about our efforts to promote inclusion and diversity at block.xyz/inclusion
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.