Square creates tools that help sellers of all sizes start, run, and grow their businesses. Square's point-of-sale service offers tools for every part of running a business, from accepting credit cards and tracking inventory, to real-time analytics and invoicing. Square also offers sellers financial and marketing services, including small business financing and customer engagement tools. Square was founded in 2009 and is headquartered in San Francisco, with offices in the United States, Canada, Japan, and Australia. 

Great customer support is provided by both people and products. We are seeking a highly motivated, reliable and resourceful individual who is dedicated to providing the highest level of support with every customer interaction. They will use their proximity to customer issues to propose solutions that will continually improve the customer experience, while working to optimise and scale team processes and policies. The ideal candidate is a determined advocate of our customers, a creative problem-solver, and a collaborative team member who is adept at dealing with fast changing environments. This person is energised by working with people, while still being a strong independent worker.

You will:

• Effectively solve customer enquiries via email, phone, Twitter and chat
• Connect with merchants to discuss their needs and how Square products can help them grow their business
• Identify, document, and follow-up with engineers on product bugs and features, taking ownership of customer’s issues when required
• Analyse trends in customer issues and suggest improvements to processes, policies, and products
• Identify and draft improvements to online help content and internal documentation
• Collaborate with members of other teams to identify answers and be a resource to teammates
• Complete other tasks as directed from time to time by a Support Lead

Desirable attributes:

• A university bachelor's degree
• Genuinely curious about people, technology and business, while possessing the ability to inspire passion in others
• Able to customise the support experience to the needs of individual customers
• Coachable, interested in implementing feedback, and dedicated to continuous personal improvement
• Comfortable with ambiguity and resilient when facing rapid change
• Strong organisational, analytical, written, and verbal communication skills, with evidence of previous customer service experience and technical ability being highly regarded
• Superb attention to detail
• The ability to adapt to new situations quickly and think on your feet
• Excellent time-management skills
• A desire to help people and improve the customer experience
• 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:

• Experience handling sales enquiries over the phone or email
• Sound knowledge of social media including Twitter and Facebook
• Work background that includes providing technical support over the phone

A cover letter is essential. Please indicate your career goals and how Customer Support at Square fits into your career roadmap.

To be eligible for this position you must have appropriate Australian or New Zealand working rights.