Customer Success Advocate, English/French
- Full-time
Company Description
Job Description
Customer Success Advocate, English and French bilingual
We started with a simple idea—that everyone should be able to accept credit and debit cards—and we’ve been rethinking buying and selling ever since. Square currently operates in 5 markets globally and this role is based in our Dublin office.
The ideal candidate is dedicated to providing world-class customer service, acting as the voice of Square in a new market and region. You have demonstrated experience using your proximity to customers to identify high-leverage improvements to the customer experience.
You are curious and motivated by the challenge of helping to build our small, but strong and growing, operation here in these early days for Square in Dublin.
You will:
Spend the majority of your day interacting with Square sellers by phone, email, Twitter and Facebook
Connect with sellers to discuss their needs and how Square products can help them start, run and grow their business
Identify, document, and follow up with engineers on product bugs and features, taking ownership of customers’ issues
Analyse trends in customer issues and suggest improvements to processes, policies, and products
Identify and draft improvements to online help content and internal documentation
Work cross functionally with other teams and functions across regions to improve product, policies and procedures
Qualifications
You have:
A university bachelor’s degree or equivalent experience
Both English and French fluency, spoken and written
Strong organisational, analytical, written, and verbal communication skills, with evidence of previous customer service experience and technical ability being highly regarded
Genuine curiosity about people, technology and business, while possessing the ability to inspire passion in others
Be a problem solver. You enjoy digging into a problem and finding a solution.
Ability to customise 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
Superb attention to detail
Excellent time-management skills
A desire to help people and improve the customer experience of our sellers
A passion for startups and for simplifying the buying and selling experience
The ability to work weekends as part of a rotating schedule
The ability to work public holidays as needed
Working-hours flexibility
Even better:
Fluency in one or more additional languages besides English and French, both written and spoken
At least two years working in a customer-centric, cross-functional role at a technology company and/or a background in hospitality
Experience handling sales enquiries over the phone or email, or equivalent experience
Sound knowledge of social media, including Twitter and Facebook
Leadership experience, formal or informal
Excel and/or SQL knowledge
Additional Information
Perks
At Square, we want you to be well and thrive. Our global benefits package includes:
- Healthcare coverage
- Retirement Plans
- Employee Stock Purchase Program
- Wellness perks
- Paid parental leave
- Flexible time off
- Learning and Development resources