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
We're seeking a Customer Support Team Lead to report to our Australian Head of Customer Success and manage a group of our Customer Support Associates - who pride themselves on providing outstanding customer care to Square sellers across Australia. You will be passionate about Square and our focus on economic empowerment, a strong people leader and someone who loves working in a high-tech environment. You will not only lead a team of passionate Customer Support Associates, but will also build outstanding operations - optimising all Customer Support channels including Phone, Messaging and Email - while strengthening team culture, driving customer happiness, and promoting employee success.
You may have current experience leading a customer service team in hospitality, retail, or another customer-focused role. You will work with your lead and Square teammates to grow a career in a technology company, better understand the unique challenges faced by Australian (and international) business owners, and help promote long-term success for Square in Australia. This role is based in Melbourne with the option to work in our Melbourne office or work from home.
You will:

• Coach Customer Support team members, with a focus on continuing and enhancing their professional development
• Drive business metrics - through monitoring, supporting and leading the growth and performance of the team
• Improve Square Australia's customer satisfaction and quality across all channels (Phone, Messaging and Email)
• Ensure delivery of critical Customer Success projects, leading these end to end
• Gather and synthesise data, suggesting improvements of tools, techniques and productivity to help scale the team and operations
• Scale the Customer Support team by capitalising on opportunities for increased effectiveness and efficiency
• Occasionally work on public holidays and from time to time weekends to support our Square Australia sellers and operations.

Qualifications
You have:

• A passion for Square and ensuring an outstanding customer experience
• Customer support experience with experience directly managing teams of at least 5 individual contributors
• A coach and mentor mindset who is driven to develop their people
• Strong change management and communication skills, as well as the ability to effectively influence and partner with cross-functional teams to drive results.
• Creative problem-solving abilities and working in highly ambiguous environments
• Past product or project management experience
• BA/BS degree or related experience

Qualifications
You have:

• A passion for Square and ensuring an outstanding customer experience
• Customer support experience with experience directly managing teams of at least 5 individual contributors
• A coach and mentor mindset who is driven to develop their people
• Strong change management and communication skills, as well as the ability to effectively influence and partner with cross-functional teams to drive results.
• Creative problem-solving abilities and working in highly ambiguous environments
• Past product or project management experience
• BA/BS degree or related experience