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 our Customer Support team. You’ll not only lead a small team of passionate Supporters, you’ll also build out world-class operations - optimising all support channels including, but not limited to, email, Twitter, Facebook, and phone - all while strengthening team culture, promoting employee happiness and enhancing customer engagement. This unique role will provide you with an opportunity to apply your experience and knowledge to lead a world-class Customer Support team.

In this fast-paced environment, you’ll serve as a cross-functional liaison working with customer acquisition, product, engineering, business development, marketing and finance to drive the company’s most important strategic priorities. This position is located in Melbourne.

You will:

• Drive improvements in customer satisfaction across channels

• Report on metrics to measure the growth and performance of the team, and carefully monitor reports on Key Performance Indicators

• Coach and mentor team members with a focus on professional development and upstream thinking

• Utilise deep product and industry knowledge while serving as a strong cross-functional leader

• Treat Support as a product at Square, innovating and iterating on the customer experience

• Develop and lead end-to-end project plans and ensure on-time delivery of critical Support initiatives

• Gather and synthesise relevant data, suggesting improvements in the tools and techniques to help scale the team

• Track product issues and feature requests to ensure that a strong resolution is reached every time

• Display a high degree of collaboration and flexibility to also contribute to the progress and success across all areas of this growing business.

You have:

• A bachelor’s degree

• 5+ years of work experience and 2+ years of direct people-management experience

• Past product- and/or project-management experience

• 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

• Demonstrated understanding of troubleshooting and technical support techniques

• Excellent written and verbal communication skills

• Level-headed leadership under pressure

• Creative problem-solving abilities and a passion for innovation

• A passion for Square and ensuring an outstanding customer experience

• Willingness to travel to the United States on an occasional basis

Work Environment & Benefits

• Accountability and flexibility across a small and fast paced team

• Subsidised gym membership

• Daily meal allowance

• Progressive startup environment

• Transportation (Myki) subsidy

• Competitive salary with significant career growth opportunities