Customer Advocate

  • Melbourne VIC, Australia
  • Full-time
  • Current Square Employee?: Apply via go/jobs

Company Description

Our mission is simple: we want to help people everywhere start, run and grow a business. We’re a fast-moving global fintech company building the tools entrepreneurs need to simplify and streamline every business process, from accepting card payments and online invoicing to inventory management, real-time analytics, employee management and powerful data reporting. Now supporting millions of businesses worldwide, Square is recognised as a leader in financial technology, currently rated third in Fast Company’s 2018 edition of the World’s Most Innovative Companies. As we continue to expand globally, we are looking to drive that innovation further by scaling our smart, dedicated and passionate workforce in new markets. Square was founded in 2009 by Jack Dorsey and Jim McKelvey and is headquartered in San Francisco, with offices now operating across the United States, Canada, Japan, the UK and Australia.

Job Description

Square is a vibrant tech company that is leading the world in payments technology. Founded in San Francisco, Square has launched exciting products in the Australian marketplace. Because of our fast growth, we are looking to expand our Customer Service team here in Melbourne. Working at Square means being a part of a fun work environment where you will support the latest innovations in payments and tech. This entry-level role will give you the opportunity to build your career with an organisation that prides itself on looking after its employees. Square provides an awesome place to work in our bright, spacious and contemporary office space in the Melbourne CBD.

You will:

  • Effectively solve customer inquiries via phone, email, and social media 

  • Hold a high bar for customer service when owning customer interactions

  • Identify, document and follow up with engineers on product bugs and features

  • Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies and products

  • Recognize errors and draft improvements to content in the external Support Center and internal documentation

  • Collaborate with members of other teams to root out answers and be a resource to teammates 

Qualifications

You have: 

  • Experience in direct customer or client-facing roles

  • An analytical mindset, who can independently think through tricky problems to identify root causes (previous work in tech support would be a plus)

  • Strong organizational, analytical, written and verbal communication skills

  • A love of fast changing environments while being able to adapt to new situations quickly and think on their feet

  • A desire to help people and improve the customer experience

  • A passion for Square and customers engaging with Square products

  • Australian working rights and the ability to work some public holidays

*Hiring for a March start date*