Customer Success Advocate, English/Catalan

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 started with a simple idea—that everyone should be able to accept credit and debit cards—and we've been rethinking buying and selling ever since. As a Customer Success advocate you will be the liaison and voice of Square in a new market and region. You will reactively address technical inquiries and offer resolutions as well as proactively recommend solutions for our Sellers through discovery of underlying needs. You have demonstrated experience using your proximity to customers to identify high-use improvements to the customer experience. You are dedicated to providing outstanding customer service, while guiding, educating, and cross-sell/upselling our Sellers through our suite of products and resources that are available to help them succeed.

The role can be based 100% remotely in the Republic of Ireland or hybrid with offices in Dublin.

You will:

• Spend the majority of your day working with Square sellers to resolve their queries and ensure they get the most out of Square’s products, by handling inbound calls and emails in a fast-paced environment.

• Cross-sell/upsell products that are genuine solutions for our sellers’ immediate or underlying needs by utilising discovery questions and product knowledge to guide them through our ecosystem and local market trends

• Maintain exceptional customer experiences with a high level of service while connecting with sellers to discuss their needs and how Square products can help them start, run and grow their business

• Identify, document, and follow up with engineers on product bugs and features, taking ownership of customers' issues.

• Analyse trends in customer issues and suggest improvements to processes and products.

• Work cross functionally with other teams and departments across regions to improve product and procedures.

Qualifications

You have:

• English & Catalan fluency, spoken and written.

• Strong organisational, analytical, communication skills, with evidence of previous customer service experience and technical ability.

• The soft skills to engage with sellers over the phone, asking questions and offering solutions for their business

• Genuine curiosity about people, technology and business, while possessing the ability to inspire passion in others.

• Attributes of a problem solver. You enjoy digging into a problem and finding a solution.

• Ability to customise the support experience to the needs of individual customers

• Coachable mindset, interested in implementing feedback, and dedicated to personal improvement.

• Excellent time-management skills; Must be able to remain focused in a fast paced environment, helping as many customers as possible each day

• A passion to help people and improve the customer experience of our sellers.

• A passion for startups and for simplifying the buying and selling experience.

• The ability to work weekends as part of a rotating schedule.

• The ability to work public holidays.

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, based solely on the core competencies required of the role at hand, and without regard to any 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.

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

We’ve noticed a rise in recruiting impersonations across the industry, where individuals are sending fake job offer emails. Contact from any of our recruiters or employees will always come from an email address ending with @block.xyz, @squareup.com, @tidal.com, or @afterpay.com, @clearpay.co.uk.

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.