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Onboarding Support Specialist

2 months ago

Seattle, United States Block USA Full time
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.

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 are looking for an Onboarding Support Specialist to join our team Reporting directly to our Onboarding Manager, in your role you will manage the final stages of the sales funnel, working with merchants to drive the deal through to activation and accelerate the onboarding process. You will manage the relationship with the merchant while creating & executing a detailed onboarding plan, to set them up for success.This is a customer-facing role that involves a combination of remote and onsite merchant interactions

You will:
  • Provide an incredible onboarding experience for merchants. You will be responsible for driving deals through to close for SMB's needing onboarding assistance.
  • Develop new efficiencies to shorten the onboarding sales stage, using your learnt extensive product knowledge across a whole product suite.
  • Perform against the onboarding process and training curriculum to hold merchants accountable to a go-live timeline, accelerating the sales cycle and maximizing NPA to the company.
  • Identify and address potential obstacles during the onboarding process, manage partner communication, and create strategies for driving success.
  • Serve as Square's ecosystem expert across all product suites and integrations which includes Square's various POS products and Square Online.
  • Perform Remote merchant work: phone consults, advising on hardware/software/operations, staff training, menu building, account optimization, driving deals over the finish line with proposed timeline
  • Perform onsite merchant work, including training and hardware install.
  • Ensure Project management by working with our offshore team to complete the following tasks: Data Entry: configure customer account, optimize menu setup, and other data entry tasks involved in getting a merchant onboard.
  • Attending internal stakeholder meetings, roadmap discussions, client optimization sessions, team, region, and departmental-wide syncs.
Qualifications

You have:
  • 3+ years experience in a customer-facing role, preferably in Implementation, Sales or Support; Restaurant or Retail experience a plus
  • Excellent time management, written & verbal communication skills
  • Previous Project Management experience
  • Proficiency in Microsoft Excel, including experience with formulas and functions
  • An ability to learn quickly as new products are released
  • Training & development experience is a plus
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 $40.34 - USD $60.53
Zone B: USD $37.55 - USD $56.30
Zone C: USD $34.33 - USD $51.44
Zone D: USD $30.29 - USD $45.38

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.

United States and Canada EEOC Statement

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.

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.

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.