Customer Success Team Lead EU & UK

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, 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
Square operates in 6 markets globally, and this role is based in our Dublin office. We are seeking an individual to lead members of Square's outstanding Customer Success (CS) team who focus on providing exceptional customer support. You will not only lead a team of 10-15 passionate and high-performing CS Advocates but you will also help build remarkable operations; optimising all CS channels including phone, email and messaging, all while strengthening team culture, driving customer happiness, and promoting employee success. You will be a liaison working with Product, Engineering, Business Development, Marketing, and Finance teams to drive and improve Square's most important strategic priorities across new and existing markets in the region. You will track Key Performance Indicators weekly and report into the Head of Customer Success, Europe & UK.
You Will

• Coach and mentor team members with a focus on fostering a culture of learning and curiosity, professional development and upstream thinking
• Drive improvements in customer satisfaction across channels
• Treat Customer Success as a product at Square, brainstorming and iterating on the customer experience
• Develop and lead end-to-end project plans and ensure timely delivery of essential CS programs
• Gather and summarise relevant data, suggesting improvements in the tools and techniques to help scale the team
• Help scale the CS team by capitalising on opportunities for increased efficiency, driving productivity programs

You Have

• 1-3 years experience leading a fast-paced customer-facing team
• 3-5 years experience in a customer-focused tech role
• Great verbal and written communication skills in English as well as full fluency in French and/or Spanish
• A BA/BS degree or relevant experience
• A collaborative and team player mentality
• Prior experience using Salesforce, Looker and Jira
• A proven track record of leading teams that are meeting and exceeding KPIs

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.