Customer Success Advocate, Payroll
- Full-time
Company Description
Job Description
Payroll Customer Success Advocate
St. Louis, MO, Full-Time
Job Description
Great customer support is provided by both people and products. Square’s Customer Success team is seeking a highly motivated, reliable, and resourceful individual who is dedicated to providing the highest level of support with every customer interaction to support and grow the Payroll product. The ideal candidate is a determined advocate for our customers, a creative problem-solver, and a collaborative team member who is adept at dealing with fast-changing environments. This person is energized by working with people, while still being a strong independent worker.
You will:
Effectively solve Payroll related inquiries via phone and email
Connect with merchants to discuss their needs and determine how Square Payroll can help them start, run and grow their business
Identify, document, and follow up with product managers on product bugs and features, taking ownership of customers’ issues when required
Escalate complex cases and collaborate cross functionally, serving as a resource to others
Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies, and the Payroll product
Qualifications
You have:
Working-hours flexibility between 8am and 8pm CST
Excellent skills in time management, de-escalation, composure, and prioritization
Strong organizational, analytical, written, and verbal communication skills with evidence of previous customer service experience and technical ability being highly regarded
Genuine curiosity about people and business, while possessing the ability to inspire passion in others
Ability to customize the support experience to the needs of individual customers
Coachable mindset, interested in implementing feedback, and dedicated to continuous personal improvement
Comfort with ambiguity and resilient when facing rapid change
A desire to help people and improve the customer experience
Previous experience at a payroll company preferred but not required
Familiarity with multi-state payroll laws regarding taxes, garnishments, etc. preferred.
Spanish speaking both spoken and written is a plus