Customer Support Quality Assurance Lead, Square

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, 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.

The Role

The Quality Assurance (QA) team at Square measures performance within Customer Success (CS) to drive exceptional seller experiences and protect the business. Our global team provides advocate performance feedback and business insights across internal and partner locations. We assess adherence to policy, evaluate training effectiveness, and deliver process feedback to stakeholders—empowering decision-making through data-driven automation and quality management systems.

As a Quality Assurance Lead, you will oversee a team of QA Specialists, guiding them to deliver consistent, accurate, and impactful performance evaluations. You will serve as a coach and mentor, manage productivity and quality goals, and drive automation initiatives to improve the efficiency and effectiveness of QA workflows. In partnership with CS leadership and cross-functional stakeholders, you will enhance quality monitoring, reporting, and insights that scale across the organization.

You Will

• Team Leadership & Performance: Manage team and individual QA Specialist performance against KPIs including productivity, accuracy, and attendance.
• Coaching & Development: Mentor and develop QA Specialists through performance management, skill-building, and goal setting.
• Cross-Functional Collaboration: Build and maintain strong relationships with CS Direct Leads, Group Leaders, and global QA teams to ensure program consistency and confidence in QA data.
• Calibration & Global Consistency: Collaborate with QA Leaders worldwide to maintain fairness, accuracy, and alignment across QA programs. Uphold a rigorous calibration process, and create impactful reporting that drives action and results. 
• Scaling & Forecasting: Partner with the Head of QA to forecast team needs, scale resources, and ensure delivery against program objectives.
• Project Management: Work closely with QA Strategists and Project Managers to assign, track, and deliver on projects from the intake process.
• Automation Initiatives: Drive the implementation and optimization of AutoQA solutions, overseeing automated scorecard development and continuous improvements.
• Continuous Improvement: Analyze QA trends and data to identify opportunities for process automation, workflow optimization, and enhanced reporting.
• Technology Enablement: Partner with technology teams to evolve QA and Quality Management System (QMS) tools, ensuring they scale with business needs.

You Have

• Bachelor’s degree or equivalent professional experience.
• 2+ years in Customer Support
• 2+ years leading a team, with a proven track record in coaching and performance management.
• Experience implementing or managing automated QA (AutoQA) solutions.
• Proficiency with Quality Management Systems (QMS) and automated scorecard development.
• Strong understanding of QA automation tools and best practices.
• Ability to manage multiple priorities simultaneously.
• Strong collaboration skills and ability to partner cross-functionally.

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 an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair