Customer Success Advocate, French/English Bilingual
- Full-time
Company Description
Job Description
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. You are dedicated to providing outstanding customer service, being the voice of Square. You have demonstrated experience using your proximity to customers to identify high-use improvements to the customer experience.
You Will:
Spend the majority of your day (up to 90% of your shift) working with Square sellers by handling inbound phone calls in a fast paced environment
Identify and cross-sell Square products to customers through education on Square's ecosystem
Apply creative problem solving to seller inquiries with the support of your partners, resource and leadership
Connect with sellers to discuss their needs and how Square products can help them start, run and grow their business
Identify, document, taking ownership of customers' issues seeing problems through to resolution, escalating feature requests.
Qualifications
You have:
English and French fluency with strong organizational, analytical, written, and verbal communication skills, with evidence of previous customer service experience and technical ability being highly regarded, both spoken and written
The soft skills to engage with sellers over the phone, asking questions and offering solutions for their business
The ability to type and double task efficiently while handling phone contacts
Genuine curiosity about people, technology and business, while possessing the ability to inspire passion in others
Problem Solving Skills. You enjoy digging into a problem and finding a solution.
The ability to customize the support experience to the needs of individual customers
Interest in receiving and implementing feedback, and dedicated to 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
The ability to turn around challenging issues through de-escalation and problem solving
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
Flexible WFH options after 90 day tenure
Employee Stock Purchase Program
Wellness perks
Paid parental leave
Paid time off
Learning and Development resources