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Customer Success Advocate

3 months ago

Saint Louis, United States Square Full time
Job DescriptionJob DescriptionCompany 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.

So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality through Afterpay, 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

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. As a Customer Success advocate you will be the liaison and voice of Square who is not only able to reactively address technical inquiries and offer resolutions but is able to proactively recommend solutions for our Sellers through discovery of underlying needs. You have demonstrated experience using your proximity to customers to identify high-use improvements to the customer experience.  You are dedicated to providing outstanding customer service, while guiding, educating, and cross-sell/upselling our Sellers through our suite of products and resources that are available to help them succeed.   

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

  • Be responsible for suggesting products that are genuine solutions for our sellers’ immediate or underlying needs by utilizing discovery questions and product knowledge to guide them through our ecosystem and local market trends 

  • Apply creative problem solving to seller inquiries with the support of your partners, resource and leadership

  • Maintain exceptional customer experiences with a high level of service while connecting 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.

  • Must be able to remain focused in a fast paced environment, helping as many customers as possible each day and adhering to scheduled activities 

*Job requirements include:

  • Five days per week, 40 hours each week. Willingness to work flexible hours as part of a rotating schedule, which includes a mix of weekends, mornings, evenings, overnight, and holidays. (Example shifts: 8-5pm, 9-6pm, 11-8pm CST)
  • A 4-6 week in-person training will take place in STL. Advocate schedules during this time will be 8-5 CT.
  • This person will need a quiet and/or isolated place to take calls if working from home.
Qualifications

You have:

  • Experience in Customer Success, Hospitality, Sales or related field 

  • 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; Must be able to remain focused in a fast paced environment, helping as many customers as possible each day

  • 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

  • Past experience in a service + consultative sales environment preferred



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 the candidate's work location and may be modified in the future.

Zone A: USD $24.45
Zone B: USD $22.72
Zone C: USD $19.82
Zone D: USD $18.35

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. 

Full-time employee benefits include the following:

  • Healthcare coverage (Medical, Vision and Dental insurance)
  • Health Savings Account and Flexible Spending Account
  • 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 (including 12 paid holidays)
  • Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees) 
  • Learning and Development resources
  • Paid Life insurance, AD&D, and disability benefits 

These benefits are further detailed in Block's policies. 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, veteran status, 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.

Block will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances. Because the material duties of this role involve direct or indirect access to sensitive personal or financial data, a criminal background check is required following a contingent offer of employment.

 

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.

While there is no specific deadline to apply for this role, on average, U.S. open roles are posted for 70 days before being filled by a successful candidate.