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 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
*To be considered for this position, you must reside within 50 miles of Atlanta, GA, Scottsdale, AZ or St. Louis, MO.
You have:
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 Requirements:
As a Customer Success Advocate (CSA), you are required to maintain reliable and consistent home internet connection for eligibility to work from home (remote work). An ethernet connection is required; cable/DSL/fiber is preferred; hotspots are not preferred. Advocates are expected to have consistent network performance and the ability to effectively troubleshoot tech issues (with the assistance of Block IT).