Advanced Support Group Lead

Company Description

Since we first opened our doors in 2009, the world of commerce has evolved immensely – and so has Square. After enabling anyone to take a payment 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, run a busy kitchen, book appointments, engage loyal buyers, and hire and pay staff. And 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 all in one place.

Today, we’re a partner to sellers of all sizes – large, enterprise-scale businesses with complex commerce operations, sellers just starting out, as well as merchants who began selling with Square and have grown larger over time. As our sellers scale, so do our solutions. We all grow together.

There is a massive opportunity in front of us. We’re building a business that is big, meaningful, and lasting. And we are helping sellers around the world do the same.

Job Description

In this role, you'll lead a team of Customer Success Managers and their teams while serving as a cross-functional liaison working with learning and development, product, engineering, business development, marketing and finance to drive Squares most important strategic priorities. You'll track Key Performance Indicators of your team weekly, with a focus on results and optimizations.

Team Happiness + Development

Inspire: communicate an inspiring vision and sense of core purpose, helping leads and team members understand the connection between their work and the end goal.

Connect: build rapport and constructive relationships with all team members up, down, sideways, inside, and outside of Square.

Grow: coach and mentor team members and other leaders by identifying and providing learning opportunities that are in line with development plans and company goals.

Operational Efficiency + Strategy

You Will:

• Measure: assess metrics to measure the growth and performance of the team, providing insights and reports as needed. Use these metrics and assessments to consistently drive improvements in team performance through behavioral coaching.
• Analyze: utilize deep product and industry knowledge, gather and synthesize relevant data, suggest improvements in the tools, and techniques to help scale the team while serving as a strong cross-functional leader.
• Innovate: build a new standard for support in payments and commerce-related products + services by passionately managing, measuring, and driving improvements in customer satisfaction, productivity, SLAs, etc.
• Scale: see the opportunity in every challenge and develop structured plans to deliver solutions to critical support initiatives to help scale the team effectively.

This role is open the following locations: STL/ATL/SDL/Remote

Qualifications

You Have:

• BA/BS degree or related experience; MBA or equivalent experience preferred
• 7+ years of work experience with 4+ years of direct experience leading and developing other leaders
• Experience building and scaling customer support operations, particularly in a dynamic, fast-paced retail, restaurant, startup or tech environment
• Past product and/or project management experience
• The ability to effectively influence and communicate cross-functionally
• Excellent written and verbal communication skills
• Creative problem-solving abilities
• A passion for Square and ensuring an excellent customer experience

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 conditions. These ranges may be modified in the future.

Zone A: USD $167,300.00 - USD $204,500.00
Zone B: USD $155,600.00 - USD $190,200.00
Zone C: USD $147,200.00 - USD $180,000.00
Zone D: USD $138,900.00 - USD $169,700.00

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. 

Benefits include the following:

• Healthcare coverage
• 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