Since 2019, the Social Response team within the Cash Customer Operations (CCO) organization has provided real-time support to customers reaching out for help through social media. We’re expanding — not just into new channels like TikTok and Instagram, but into new initiatives like engagement and sentiment listening, multi-language support, and more. We want to meet our customers where they’re at and blow them away with the easiest, most intuitive, and memorable customer experience in the industry.

In this role as a Social Listening Lead, you’ll be the founding member and leader of a team that will be responsible for listening to and engaging with customers by going beyond providing traditional customer support. You will be responsible for deciding the WHAT and HOW of measuring customer sentiment, and work closely with our Voice of Customer team to turn this feedback into actions that will take our product and customer service to the next level. In addition, you will hire and lead a team of Specialists who will be on the front lines of community engagement, helping to provide memorable and delightful experiences that drive customer trust.

You will:

• Design repeatable playbooks that outline rules and strategies for implementing social listening and proactive support engagement

• Work closely with Voice of Customer team to provide regular, actionable updates and feedback on customer sentiment across all of our social media channels

• Partner with Marketing team to assist with operational tasks, identify new audiences and engagement opportunities, and support new community building initiatives

• Mentor and develop team members to provide industry-best, high-touch care and proactive support engagement

• Collaborate with Social Expansion Lead to pilot, perfect, and scale our whole Social Listening program

• Develop and manage the metrics to measure success of new initiatives, set goals and provide progress updates to leadership and partners

• Work with leadership to help determine the best org structure and processes for this new function within the Social team

 You have:

• 3+ years of experience leading teams, preferably in a social media or customer support environment

• 2+ years of experience in a marketing environment, or working directly with social listening/sentiment measuring initiatives

• Experience in scaling customer operations in dynamic environments, in multiple locales preferred

• Experience and familiarity with a wide range of social media platforms: Instagram, Twitter, TikTok, YouTube, Twitch etc

• Ability to work collaboratively with internal and external partners in other functional units; ability to navigate a complex organization; to influence and lead across departments and direct/indirect reporting relationships

• Ability to deal with ambiguity, under pressure and demonstrate resilience, without always having all of the facts and data

• Ability to think and act strategically 

• Strong written and communication skills

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.

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

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.