At Square we are focused on building a world-class Customer Support team that is always available for our customers, but rarely needed.

The Support Infrastructure and Operations Lead will build and evolve Square’s support operations to help ensure that each Supporter delivers the best customer experience possible in every interaction with our sellers. We are looking for an experienced professional who has a strong track record of success standardizing processes and building out systems to drive customer support teams toward improved efficiency and effectiveness. The ideal candidate is highly motivated and resourceful - he or she will be working with little top-down oversight to deliver an improved level of customer support and, therefore, improved customer satisfaction.

You will:

• Oversee and improve Square support operations, which includes managing systems, improving processes, and capitalizing on other opportunities to increase effectiveness and efficiency.
  
• Determine the standards for productivity, quality, and customer service level agreements. Lead projects end-to-end aimed at increasing quality and efficiency at the Supporter and organizational level. 
  
• Gather and synthesize relevant data, suggesting improvements in tools and systems in an effort to help supporters be as impactful as possible.
  
• Develop metrics to measure the growth and performance of the team. Provide in-depth reporting and analysis to senior leaders at Square on a regular basis with a focus on the customer experience, quality, and workforce management.
  
• Coordinate and manage the development and implementation of key support workflows (and underlying infrastructure) to ensure the team delivers high-quality results while attaining service level targets.
  
• Manage third-party vendor programs, including KPIs, service performance, and relationship management.
  

You have: 

• 7+ years of experience in management consulting or customer service call center management including experience building and scaling a customer support team.
• Strong strategic thinking and problem solving skills.
• Comfort with ambiguity; the ability to independently lay out and test clear hypotheses, and solve problems without well-defined direction.
• Excellent verbal and written communication skills.
• 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.