Call Center Manager, Seller

Full-time

Company Description

Square builds common business tools in unconventional ways so more people can start, run, and grow their businesses. When Square started, it was difficult and expensive (or just plain impossible) for some businesses to take credit cards. Square made credit card payments possible for all by turning a mobile phone into a credit card reader. Since then Square has been building an entire business toolkit of both hardware and software products including Square Capital, Square Terminal, Square Payroll, and more. We’re working to find new and better ways to help businesses succeed on their own terms—and we’re looking for people like you to help shape tomorrow at Square.

Job Description

We are seeking a highly motivated and resourceful individual to lead members of Square's Customer Success team. You will not only lead a team of passionate Advocates, but you will also build out world class operations - optimizing all Success channels including, but not limited to, email, Twitter, and phone - all while strengthening team culture, driving customer happiness, and promoting employee success.

In this role, you will serve as a cross-functional liaison working with product, engineering, business development, marketing, and finance to drive Square s most important strategic priorities. You will track Key Performance Indicators weekly.

**This role is NOT open to remote candidates**

You will:

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

• Drive improvements in customer satisfaction across channels

• Develop metrics to measure the growth and performance of the team, and provide reports as needed

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

• Treat Success 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 Success initiatives

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

• Scale the Success team by capitalizing on opportunities for increased effectiveness and efficiency, driving productivity initiatives

Qualifications

• A BA/BS degree or related experience

• 6+ years of work experience with 3+ years of direct people management experience preferred

• Past product and/or project management experience

• Experience building and scaling Customer Success operations, particularly in a fast-paced startup or tech environment

• The ability to effectively influence and communicate cross-functionally

• Excellent written and verbal communication skills

• Creative problem-solving abilities

• A passion for Square and ensuring an outstanding customer experience

Additional Information

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of 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.

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
Paid time off
Learning and Development resources