Customer Service Manager

Square Atlanta , GA 30301

Posted 2 weeks ago

Square builds common business tools in unconventional ways so more people can start, run, and grow their businesses. When Square started, it was difficult and expensive (or just plain impossible) for some businesses to take credit cards. Square made credit card payments possible for all by turning a mobile phone into a credit card reader. Since then Square has been building an entire business toolkit of both hardware and software products including Square Capital, Square Terminal, Square Payroll, and more. We're working to find new and better ways to help businesses succeed on their own terms-and we're looking for people like you to help shape tomorrow at Square.

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

You have:

  • ABA/BS degree or related experience

  • 6+ years of work experience with 3+ years of direct people management experience preferred

  • Managed a team of 7+ individuals in a high volume enviornment

  • 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

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.

Perks

At Square, 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

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Customer Service Manager

Square