Global Community Engagement Lead

  • Atlanta, GA, United States
  • Employees can work remotely
  • Full-time
  • Alternate Location: Scottsdale, United States

Company Description

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together.

To solve this problem, we expanded into software and built integrated solutions to help sellers sell online, manage inventory, book appointments, engage loyal buyers, and hire and pay staff. 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 in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

Job Description

Square’s Customer Empowerment team brings our sellers to the table with legendary experiences that empower entrepreneurial growth and connection. We believe some of the best ideas and strategies for growing a business come directly from our small business community and work tirelessly to elevate them internally and externally. With this in mind, we are committed to turning our seller’s questions into commerce and in making big business ideas every business’ reality.

 

As the Square’s Global Community Engagement Lead, you will help us fulfill our mission by building programs where business owners from around the world can come together to share ideas, ask questions, solve challenges, and elevate the role of small business owners in our economy. You’ll execute on this vision by leading creative & scalable engagement programs to increase peer to peer connections and conversations in our online Community. 


 

In this role, you will:

  • Build the strategy for the Seller Community engagement, and be accountable to its growth and success through measurable KPIs and qualitative feedback. 

  • Lead a talented team of Engagement Community Managers in their work, regularly offering coaching and advice to help them grow their careers in the community industry.

  • Working with your team, build and execute an engaging, proactive content and event calendar (digital and in-person) that brings repeat traffic and new members to the Seller Community.

  • Design strategic programs and engagement campaigns to target regions, specific verticals/industries, products, and/or identity groups. 

  • Evangelize the community internally, working to increase internal adoption and to raise the overall visibility of the program by working closely with our global, cross-functional partner teams.

  • Leverage quantitative and qualitative data to set, meet, and exceed engagement targets. Monitor community health, and design and test relevant interventions as needed to ensure we reach our goals.

  • Be willing to break the rules. 😉 Scalable CS regularly challenges all team members to think differently, and find a better way to solve problems. We move quickly, and we work with intensity.

  • Develop and modernize our processes to best represent Square in both public and private conversations across the internet and socialsphere. You will be an advocate for new technologies and strategies to reduce agent and customer effort across the digital realm.

  • Explore new channels and opportunities to engage with our customers and prospects across the public web in spaces ranging from Twitter to Facebook, third-party review sites, and other small business forums.

  • Partner closely with cross-functional teams like Marketing, Sales, Public Policy and more to support Square’s social impact work and improve the lives of small business owners across the globe and further our narrative of supporting small businesses with big business results.

Qualifications

You have:

  • 5+ years work experience in the online community/ customer engagement space, with at least 3+ years experience leading globally distributed teams at large organizations.

  • Experience strategizing and producing community content and high-quality digital and in-person events from concept to planning, production, execution, and retrospective.

  • Experience building and executing engagement programs across different geographic regions and languages. 

  • A keen eye for prioritization and continuous optimization. You have the ability to discern the urgency and importance of work. You seek out creative ways to leverage the full potential of our existing tools, and advocate for novel solutions.

  • Superb communication skills, both written and verbal. Able to clearly and concisely communicate an idea, or overall project/ program status to gain buy-in for key initiatives, new and existing.

  • Strong emotional intelligence, that’s balanced by a data-backed, solution-oriented mindset. You’re able to gather quantitative and qualitative data, and distill it into thoughtful opportunity areas and recommended solutions that have clear scope and deliverables.

  • A proactive nature, a sense of urgency, and a high degree of motivation to go above and beyond to meet the needs of the community.

  • Expert knowledge with the following tools: Khoros (fka: Lithium), Asana, Salesforce, Looker.

Additional Information

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

Zone A: USD $138,200 - USD $169,000
Zone B: USD $128,500 - USD $157,100
Zone C: USD $121,700 - USD $148,700
Zone D: USD $110,600 - USD $135,200

To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information. 

Benefits include the following:

  • Healthcare coverage
  • Retirement Plans including company match 
  • Employee Stock Purchase Program
  • Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance 
  • Paid parental and caregiving leave
  • Paid time off
  • Learning and Development resources
  • Paid Life insurance, AD&D. and disability benefits 
  • Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources 

This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

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. Block 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.

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, 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. TBD 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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