Customer Success Advocate

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 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:

• This person must be based within 50 miles of St. Louis
• 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 skill