Advanced Support Representative, ECOM

Square
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.
The Role
The Seller Advanced Support Specialist serves as an internal support system within Square Customer Success. On Seller Advanced Support, you will utilize your expertise on all things Square - product, policy, and procedure- partnered with a deep understanding of the Customer experience, in order to educate frontline Advocates through complex, unfamiliar, and escalated interactions. You will also assist Square Sellers indirectly via workflows that aim to protect and repair Square's relationship with our Customers. Through these interactions, you will collect data and insights that help improve the Customer experience for Advocates and Sellers alike.
You Will

• Own resolution of Advocate inquiries, guiding your teammates through unfamiliar or escalated interactions via live-chat and in-person interactions
• Review and effectively troubleshoot product issues, filing and owning to resolution any bugs that you encounter
• Drive improvements by collecting and passing along feedback from internal and external customers
• Partner with cross-functional teams to continually improve the Customer Success experience
• Assist sellers indirectly via workflows that rebuild trust and create customer loyalty
• Ad Hoc requests from Leadership
• This position is open to Customer Success Advocates in Scottsdale, St. Louis, Atlanta, and remotely. Shift time will vary based on coverage needs, and availability to work evenings may be required.

You Have

• 6+ months of direct support for Square Online + Weebly
• Deep knowledge of Weebly products, support tools and policies
• Deep knowledge of DNS and email protocols
• Working knowledge of HTML and CSS
• Flexibility with scheduling based on business needs
• Excellent skills in coaching, communication, collaboration, and bias to action
• Ability to remain composed and resilient through escalated or ambiguous situations
• Superior knowledge of Square products, policies, and procedures
• Ability to manage multiple responsibilities and prioritize time to maximize impact

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 also consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.
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 .
Block will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.
Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.