The Onboarding Support Specialist is the point of contact supporting Sellers as they begin their journey to integrate their businesses into the Square ecosystem of products and services. You will partner with our Sales team to understand seller needs and support building a implementation schedule through meeting go-live timelines. The Onboarding Support Specialist will assist multiple sellers through facilitating onboarding training modules following Square's customer satisfaction standards. This is a multi-faceted role which may include remote interactions, customer-facing opportunities, and managing third-party onsite tasks.

Internally at Square, you will collaborate with engineering, implementation, product, sales, and support to ensure successful establishment and growth of large sellers. Externally, you will partner with sellers to triage issues, gather feedback, and recommend solutions to complex questions to foster a white glove support experience.

You Will:

• Be a Square's ecosystem expert across all product suites and integrations which includes Square's various POS products and Square Online.
• Partner with important stakeholders (Sales and BPO Partners) to tailor seller onboarding setup and training to support go-live efforts.
• Collaborate with sellers to triage issues and recommend appropriate solutions to support go-live efforts.
• Facilitate onboarding tasks and training (both remote and onsite) within expected service level guidelines.
• Identify opportunities to make enhancements to onboarding processes based on seller feedback and to support increased efficiencies.
• Attend internal stakeholder meetings, roadmap discussions, client optimization sessions, team, region, and departmental-wide syncs.

• English and Spanish fluency, both spoken and written is required
• Experience in Customer Success, Sales or related field
• The soft skills to engage with sellers over the phone, asking questions and offering solutions for their business
• Experience navigating difficult conversations and escalated issues
• The ability to customize the support experience to the needs of individual sellers
• Interest in receiving and implementing feedback, and dedicated to personal improvement
• Comfortable with ambiguity and resilient when facing rapid change

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 $34.09 - USD $41.68
Zone B: USD $31.73 - USD $38.75
Zone C: USD $28.99 - USD $35.43
Zone D: USD $25.58 - USD $31.25

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.