We believe the economy is better when everyone has access. When everyone has room to grow. No one should be left out because the cost is too great or the technology too complex. We started with a little white credit card reader but haven’t stopped there. We’re empowering the independent electrician to send invoices, setting up the favorite food truck with a delivery option, helping the ice cream shop pay its employees, and giving the burgeoning coffee chain capital for a second, third, and fourth location. We’re here to help sellers of all sizes start, run, and grow their business—and helping them grow their business is good business for everyone.

What does L&D do? 

We’re here to help Customer Success Advocates learn and grow! The Customer Success Learning & Development team ensures that the team is equipped with the knowledge they need in order to be successful in their role, as well as provide opportunities for further career growth and development. Our focus areas include new hire training, continued development, internal communications, and on the job performance support.  

Job Summary

In this role, you will be primarily focused on facilitating new hire training & coaching, while also contributing to delivering learning and development opportunities that drive performance improvement across the Seller Customer Success team. As an L&D Specialist, you’ll be setting up new Customer Success Advocates for  success by facilitating and managing the logistics of new hire training, coaching new hires through their first 3 months on the job, developing training content to support product launches, constantly iterating on current training programs to drive improvement, and working closely with other members of the L&D team on a variety of training projects.

What you’ll do:

• Develop Customer Success Advocates to meet performance expectations through facilitation of formal classroom training and ongoing development opportunities.

• Set new hires up for success by facilitating a memorable onboarding experience.

• Monitor the performance of new hires then provide feedback and coaching based on individual development needs.

• Manage the logistics of the new hire training program to ensure a smooth onboarding experience.

• Maintain new hire training materials with updates to product, operational, and organizational changes.

• Prepare the local team to support product launches by designing and delivering training content.

• Work closely with the broader L&D team on a variety of training programs with a focus on both continued development, product launches, and new hire training.

• Potential opportunities to support Square One locally.

• Potential opportunities to support Square One

• 1+ year of experience in Learning & Development
• 1+ year in a Customer Success role
• Strong public speaking, teaching, and coaching skills with a desire to see others succeed.
• An end-to-end problem solving skill-set, from structuring a complex problem through to developing actionable recommendations and working with other teams to get solutions implemented.
• A proactive nature, a sense of urgency, and a high degree of self-motivation to go above and beyond to meet the needs of our team
• An understanding of and experience in instructional design, performance analysis, performance coaching and facilitation preferred
• Experience with change management fundamentals and learning/educational technology preferred

At Square, our purpose is to empower – within and outside of our walls. In order to build the best tools for the businesses and customers we support all over the world, we have to start at home with a workforce as diverse and empowered as our sellers. To this end, we take great care to evaluate all employees and job applicants equally, based on merit, competence, and qualifications. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage candidates from all backgrounds to apply and always consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.