Customer Success Advocate

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square.

The Role

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. This role is dynamic and changes alongside the product ecosystem, with queue assignments that may shift according to business needs, requiring quick adaptability. Success in this position demands continuous learning of new products, features, and support processes, including potentially new product lines. Maintaining proficiency across various support areas is essential.

*Willingness to work flexible hours as part of a rotating schedule, which includes a mix of mornings, evenings, overnight, and holidays.

You Will

• Spend the majority of your day (up to 90% of your shift) working with Square sellers by handling inbound phone calls and emails 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

You Have

• 1-2 years of experience in Customer Success, Hospitality, Retail, Saas Sales, technical support 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.
• Strong interpersonal skills to effectively communicate with sellers over the phone, including active listening, empathy, and the ability to ask insightful questions and provide tailored solutions for their business needs
• Proficiency in multitasking, including typing accurately and efficiently while managing phone interactions.
• Eager to learn about new products, features, and industry trends. You excel in environments where products are constantly evolving and are committed to keeping up-to-date with Square's changing product ecosystem.
• 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.
• 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 skills
• A desire to help people and improve the customer experience of our sellers
• The ability to turn around challenging issues through de-escalation and problem solving
• Past experience in a service + technical support background with a focus on troubleshooting environment preferred

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 chance” ordinances.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page.

While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.

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.

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.

Zone A:

$21.73—$32.60 USD

Zone B:

$20.19—$30.29 USD

Zone C:

$17.60—$26.44 USD

Zone D:

$16.30—$24.47 USD

Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.

Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we’re helping build a financial system that is open to everyone.

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