Restaurants Onboarding Support Specialist

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 a Restaurants Onboarding Support Specialist to join our team! Reporting directly to our Restaurants 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 experience a plus.

• An infectiously positive attitude, as well as a desire to perform at a high level on a continuous basis, and uplift the team around you.

• Excellent time management, written & verbal communication skills. Training & development experience is a plus.

• Bias for action; performance driven with the confidence to operate independently

• Ability to thrive within ambiguity and operate independently

• An ability to learn quickly as new products are released.

• Previous Project Management experience 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 may be modified in the future.

Zone A: USD $30.29 - USD $45.48
Zone B: USD $28.17 - USD $42.31
Zone C: USD $25.77 - USD $38.65
Zone D: USD $22.74 - USD $34.09

To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, plea