Customer Support Associate

  • Full-time
  • Alternate Location: Sydney, Australia

Company Description

Since we first opened our doors in 2009, the world of commerce has evolved immensely – and so has Square. After enabling anyone to take a payment and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together. So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, run a busy kitchen, book appointments, engage loyal buyers, and hire and pay staff. And across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow all in one place.

Today, we’re a partner to sellers of all sizes – large, enterprise-scale businesses with complex commerce operations, sellers just starting out, as well as merchants who began selling with Square and have grown larger over time. As our sellers scale, so do our solutions. We all grow together.

There is a massive opportunity in front of us. We’re building a business that is big, meaningful, and lasting. And we are helping sellers around the world do the same.  

Job Description

We are looking for a Customer Success Advocate to join the Square Australia Customer Success team. The Customer Success team works with Square customers by phone and email to proactively solve problems, demonstrate how to get the most out of Square, and always improve our Square products by giving feedback to Square Product teams. Reporting to the Lead, Customer Success, you’ll support our diverse Square customer base across Australia.  

You may have current experience providing customer service in hospitality, retail, or another customer-focused role. You will work with your lead and Square teammates to develop a career in a technology company, better understand the unique challenges faced by Australian (and international) small business owners, and help promote long-term success for Square in Australia.

* Recruitment for this role will start in January 2022.

You will:

  • Solve inbound customer inquiries by phone and email using a CRM tool
  • Connect with sellers to discuss their needs and how Square products can help them start and grow their business 
  • Identify, document, and follow up with Square engineers on product bugs and features, taking ownership of customers’ issues
  • Work with other Square Australia and international teams (Product, Engineering, Business Development, Marketing and Finance) to improve product, policies and procedures
  • Analyse trends in customer issues and suggest improvement ideas and plans 
  • Treat Customer Success as a product at Square, improving and iterating on the customer experience
  • Work with internal Squares and our Square Australia sellers with empathy, being willing to seek different perspectives, take principled risks and have a focus on inventing and learning
  • Occasionally work on public holidays to support our Square Australia sellers 

Qualifications

You have: 

  • The ability to work with Australia-based customers in English (writing and phone), and global Square colleagues in English (reading, writing and video meetings)
  • Experience working in a customer-centric, cross-functional role at a technology company or a background in hospitality, retail or a customer-facing role
  • Problem-solving skills - you enjoy digging into a problem and finding a solution 
  • The ability to tailor a custom customer success experience to address the unique requirements of individual Square customers
  • A strong interest in receiving and implementing feedback and focus on improvement
  • A passion for Square and desire to help customers

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, based solely on the core competencies required of the role at hand, and without regard to any 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

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

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD54566975, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD54566975 is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

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