Customer Service Manager

| St. Louis, MO +80 more | Remote
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Company Description

Since we first opened our doors in 2009, the world of commerce has evolved immensely – and so has Square. After enabling anyone to take a payment 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, run a busy kitchen, book appointments, engage loyal buyers, and hire and pay staff. And 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 all in one place.
Today, we’re a partner to sellers of all sizes – large, enterprise-scale businesses with complex commerce operations, sellers just starting out, as well as merchants who began selling with Square and have grown larger over time. As our sellers scale, so do our solutions. We all grow together.
There is a massive opportunity in front of us. We’re building a business that is big, meaningful, and lasting. And we are helping sellers around the world do the same.

Job Description

We are seeking an individual to lead members of Square's Customer Success team. You will not only lead a team of passionate Advocates, but you will also build outstanding operations - optimizing all Success channels including email, messaging, and phone - 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 to improve Square's most important strategic priorities. You will track Key Performance Indicators weekly.

You will:

  • Coach and mentor team members with a focus on professional development and upstream thinking
  • Drive improvements in customer satisfaction across channels
  • Develop metrics to measure the growth and performance of the team, and provide reports as needed
  • Treat Success as a product at Square, brainstorming and iterating on the customer experience
  • Develop and lead end-to-end project plans and ensure on-time delivery of essential Success programs
  • Gather and summarize relevant data, suggesting improvements in the tools and techniques to help scale the team
  • Scale the Success team by capitalizing on opportunities for increased efficiency, driving productivity programs

Qualifications


  • 6+ years of work experience with 3+ years of direct people management experience preferred
  • Managed a team of 7+ individuals in a high volume environment
  • Past product and project management experience
  • Experience building and scaling Customer Success operations, in a fast-paced startup or tech environment
  • Experience upselling and cross selling
  • The ability to effectively influence and communicate
  • Excellent written and verbal communication skills
  • Creative problem-solving abilities
  • A passion for Square and ensuring an outstanding customer experience

Additional Information

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 a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

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. 

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Perks

We want you to be well and thrive. Our global benefits package includes:

  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Paid time off
  • Learning and Development resources

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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C#Languages
    • C++Languages
    • CSSLanguages
    • DartLanguages
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • Objective-CLanguages
    • PHPLanguages
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    • RLanguages
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    • RustLanguages
    • SassLanguages
    • SqlLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • FigmaDesign
    • DocuSignCRM
    • DriftCRM
    • SalesforceCRM
    • MarketoLead Gen
    • ZoomInfoLead Gen
    • SlackCollaboration
    • AsanaProject Management
    • BasecampProject Management

An Insider's view of Square

How would you describe the company’s work-life balance?

"Our remote work policy gives me the flexibility to both travel, and collaborate in office. Our remote policy lets me continue to do things I am passionate about, which encourages me to bring my most authentic self to the workplace and feel empowered."

Pooja

Recruiter

What does career growth look like on your team?

“My internship at Square was great. I learned from world-class Engineers and was given a ton of ownership over meaningful projects. As a full time Engineer, I joined the same team I interned on, and have continued to build Machine Learning driven features that empower businesses.”

Jake

Machine Learning Engineer

What are Square Perks + Benefits

Square Benefits Overview

We’re building an inclusive economy where all sellers have equal access to opportunity. We strive to live by these same values in all our workplaces.

Culture
Volunteer in local community
Partners with nonprofits
OKR operational model
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Hybrid work model
Employee awards
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Wellness days
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Fertility benefits
Vacation & Time Off Benefits
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Onsite office parking
Relocation assistance
Fitness stipend
Professional Development Benefits
Promote from within
Mentorship program
Online course subscriptions available
Personal development training

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