Customer Success Advocate

  • Atlanta, GA
  • 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 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.

*Willingness to work flexible hours as part of a rotating schedule, which includes a mix of weekends, mornings, evenings, overnight, and holidays**
 

Qualifications

You have:

  • English 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

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Square is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Perks

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

Square, Inc. (NYSE: SQ) builds tools to empower businesses and individuals to participate in the economy. Sellers use Square to reach buyers online and in person, manage their business, and access financing. Individuals use Cash App to spend, send, store, and invest money. And TIDAL is a global music and entertainment platform that expands Square's purpose of economic empowerment to artists. Square, Inc. has offices in the United States, Canada, Japan, Australia, Ireland, Spain, Norway, and the UK.

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