Employee Experience Communications Specialist, Customer Success

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

The Customer Success Employee Experience team is the internal voice of Square Customer Success and leads the work that keeps our global workforce up-to-speed and connected to our purpose through elevated communications and engagement experiences, which is more important than ever in Square’s distributed and diverse environment. We create and curate content and programs that fuel connectivity and culture by helping CS employees to stay informed, empowered, and inspired to provide great experiences for our Square sellers.

This role will serve as a strategic communications generalist to partner in expanding on the work already taking place, as well as bringing new ideas to the table. The ideal candidate will be passionate about the employee experience, has a proven ability to create and execute communication plans, strong writing skills, and a natural ability to think strategically and creatively and deliver results. 

What you’ll do:

• Look for ways to internally boost the Customer Success brand and to drive a deeper connection of our employees to our mission; align projects to this goal
• Source and draft dynamic, impactful content for big and small moments (ex. announcements, talking points, guides, employee spotlights, etc.), and provide guidance and writing/editing support for other employees as needed  
• Develop communication plans and materials to build on themes and tell stories about Customer Success that inform and inspire our employees and that deliver key messages; incorporate various media (written, video) and monitor engagement
• Proactively advise and consult with business partners on internal communication formats and tactics to support communication planning and change management efforts; create and deliver solutions
• Support the execution of the Customer Success team events from a content perspective, such as leadership meetings, quarterly town halls, etc., as needed
• Drive content creation and updates to our new intranet; the goal is to make it an active, engaging resource for employees to frequently visit
• Monitor internal channels and find new opportunities to drive effective communication and engagement

Qualifications

What you have:

• 3-5+ years of relevant experience in strategic communications
• Strong writing and editing capabilities in AP Style
• Understanding of, and passion for, employee culture and engagement
• A strong sense of ownership - be a self-starter, proactive, detail-oriented, and results-driven 
• Success in working both independently and as part of a team where active conversation and collaboration are required
• Ability to persuade and inspire others to move towards the same objective
• Strong project management skills
• A hunter mentality – you should feel comfortable chasing down your creative ideas and/or projects needs and driving them to execution
• Ability to work in a fast-paced, rapidly changing environment and meet deadlines - we move quickly!
• Experience effectively communicating with technical roles is a plus
• Experience in Canva 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 job-related skills, experience, qualifications, work location, and market condition