We started with a simple idea—that everyone should be able to accept credit cards—and we’ve been rethinking buying and selling ever since.

For sellers, we’re creating one cohesive service to run your entire business, from a register in your pocket to analytics on your laptop. For buyers, we’re making it faster to order from the businesses you love and more fun to pay your friends back.

Buying and selling sound like simple things—and they should be. Somewhere along the way, they got complicated. We’re working hard to make commerce easy for everyone.

We are seeking a highly motivated and resourceful individual to lead members of Square’s Customer Support team. You’ll not only lead a team of passionate Supporters, you’ll also build out world class operations - optimizing all support channels including, but not limited to, email, Twitter, chat, and phone - all while strengthening team culture, driving customer happiness, and promoting employee success.

You’ll track Key Performance Indicators weekly to promote the growth and success of your team members on an ongoing basis. 

You will:

• Coach and mentor team members with a focus on professional development and upstream thinking
• Drive improvements in customer satisfaction across channels
• Develop metrics to measure the growth and performance of the team, and provide reports as needed
• Treat Support as a product at Square, innovating and iterating on the customer and employee experience
• Develop and lead end-to-end project plans and ensure on-time delivery of critical Support initiatives
• Scale the Support team by capitalizing on opportunities for increased effectiveness and efficiency, driving productivity initiatives

You have:

• A BA/BS degree or related experience
• 5+ years of work experience with 2+ years of direct people management experience
• Excitement for leading and developing people
• Experience building and scaling customer support operations, particularly in a fast-paced startup or tech environment
• The ability to effectively influence and communicate cross-functionally
• Excellent written and verbal communication skills
• Creative problem-solving abilities
• A passion for Square and ensuring an outstanding customer experience

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.