Quality Assurance Lead, 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

About the Team

Quality Assurance measures performance in CS to drive exceptional seller experiences and protect Square. Our global team provides advocate performance feedback and business insights to the CS teams across internal and partner locations. We measure adherence to policy, effectiveness of training and provide feedback about processes to stakeholders to enable decision making.

Job Summary 

As a QA Lead, you will oversee a team of dedicated QA professionals. You must be a skilled communicator, able to manage the team of Specialists to performance targets but also serve and mentor and coach. You will examine QA workflows critically, and make adjustments as needed to ensure effectiveness and efficiency. You will support Customer Success with project management and delivering key objectives.

What You'll Do: 

• Manage team and individual Specialist performance against established KPIs including productivity, accuracy, efficiency and attendance. 
• Coach and develop QA Specialists through performance management, skill building, and goal setting 
• Create and maintain strong relationships with CS Direct Leads and Group Leaders to encourage open communication and instill confidence in QA data.  Manage programs that create alignment on Seller Experience expectations. 
• Execute on the vision & mission of the CSQA team of providing valuable insights into the experience Customer Success delivers to Square sellers and driving exceptional results.
• Calibrate and collaborate with Partner QA Leaders to maintain consistency in QA program worldwide 
• Maintain SME level knowledge of Square products, policies and procedures. Stay informed on product launches, governance and Delta that impact CS.
• Work with the Head of QA to forecast and scale the Specialist team to complete the work required of the team. 
• Work closely with QA Strategist and QA Program Manager to assign, track and deliver upon projects funneled from the Talent Enablement Intake process

Qualifications

• 2+ years of experience in Customer support environment
• 2+ years of experience leading a team 
• Highly organized and able to manage multiple priorities 
• Excellent written and verbal communication 
• Demonstrated collaboration with cross-functional teams

• Nice to Have: 
  • 2+ years of experience in Finance or related field 
  • Experience with QA monitoring tools (Verint, InContact, NICE, Call Miner, MaestroQA) and methodologies
  • Experience with remote management

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 $103,900 - USD $126,900
Zone B: USD $96,600 - USD $118,000
Zone C: USD $88,300 - USD $107,900
Zone D: USD $77,900 - USD $95,300

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. 

Full-time employee benefits include the following: