Employee Experience Associate, 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

The Customer Success Employee Experience team is the internal voice of Square Customer Success and leads the work that keeps our global workforce up-to-speed and connected to our purpose through elevated communications and engagement experiences, which is more important than ever in Square’s distributed and diverse environment. We create and curate content and programs that fuel connectivity and culture by helping CS employees to stay informed, empowered, and inspired to provide great experiences for our Square sellers.

This role will serve to support the work happening in CS internal communications and engagement. The ideal candidate will be passionate about employee communications, has a proven ability to bring new ideas to the table and create plans to execute them, strong writing skills, and an ability to think creatively.
 

What you’ll do:

• Support engagement team communications by creating and editing engagement-focused content for employees
• Support execution for CSEE initiatives, operations and events such as Culture Club, Rewards and Recognition, giveaways and all-hands meetings
• Manage intranet content; make updates as needed
• Create and maintain an organized digital repository of CSEE communications and engagement content
• Create Canva graphic assets for CSEE initiatives and Customer Success requests
• Partner with teams across the business to edit and publish their content; as necessary
• Monitor internal channels (email, Slack, etc.) to look for opportunities to engage Squares, connect them with each other, clarify information, and maintain purpose-focus and collaboration in the way we work
• Work directly with employees to collect feedback on communications and engagement; find new ways to implement and track reach with analytics
• Coordinate and maintain CSEE operations such as maintaining distribution lists as needed, collecting data for monthly CSEE scorecards, etc.

Qualifications

What you have:

• 2+ years of communications or employee engagement experience 
• Understanding of, and passion for, employee culture and engagement
• Experience planning, organizing, prioritizing, and executing simultaneous projects and activities
• A strong sense of ownership - be a self-starter, proactive, detail-oriented, and results-driven 
• Curiosity, creative thinking, and a sense of humor
• Success in working both independently and as part of a team where active conversation and collaboration are required
• Ability to persuade and inspire others to move towards the same objective
• Project management experience
• Ability to work in a fast-paced, rapidly changing environment and meet deadlines - we move quickly!
• Experience in Canva is a plus
• Curiosity, creative thinking, and a sense of humor

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 $78,000 - USD $95,400
Zone B: USD $72,500 - USD $88,700
Zone C: USD $66,300 - USD $81,100
Zone D: USD $58,500 - USD $71,500

To find a location’s zone designation, please refer to this