Customer Support Specialist, Square

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 is looking for a Customer Support Specialist / Advocate to join the Australia Customer Success team. Reporting to the Lead, Customer Success, in this role, you’ll support our Sellers (business owners) via phone and email - to help them resolve issues, offer guidance, troubleshoot, and demonstrate how they can get most out of Square’s products to grow their business. You’ll also share insights, feedback and trends with our Product teams to continue to help make Square even better for our Sellers’s success. 

In this role, you will build on your customer service experience - whether from hospitality, retail, or another customer-focused industry, whilst developing your career in a leading technology company. You’ll gain a deeper understanding of the unique challenges faced by small business owners in Australia, whilst working alongside a supportive team to help drive long-term success for Square in Australia.

This role can be based in either our Melbourne or Sydney offices through a hybrid of in-office and remote working, but also remotely anywhere on the east coast of Australia. Multiple positions are available.

You will:

• Engage with Square Sellers spending up to 80% of your time managing inbound phone inquiries from Square sellers in a dynamic, fast-paced environment
• Demonstrate genuine curiosity for people and businesses, maintaining a continuous desire to learn and grow
• Use creative problem solving skills, utilising innovative approaches to address seller inquiries, leveraging support from your partners, resources, and team
• Identify, document, and take ownership of Seller issues, ensuring problems are resolved effectively and efficiently
• Analyse trends and patterns in seller issues and provide recommendations to enhance seller loyalty and overall experience
• Collaborate and work closely with internal teams, stakeholders, and Square sellers, showing empathy, an openness to diverse perspectives, and a willingness to take principled risks
• Be flexible to support sellers of all shapes and sizes, being prepared to occasionally work on public holidays and weekends to support them

You have: 

• A passion for technology, customer service and problem solving
• Experience in customer support or a background in hospitality, retail, or other customer-facing roles
• Adaptability and demonstrate comfort navigating ambiguity  
• Resilient in the face of rapid change, and driven to meet performance expectations
• Excellent problem-solving skills - you enjoy delving into problems and finding effective solutions
• The soft skills to demonstrate excellent phone etiquette with an ability to personalise solutions for a diverse range of individual businesses
• An eagerness to receive and implement feedback, with a strong focus on continuous improvement
• A passion for Square and deeply committed to Square’s mission and dedicated to helping Sellers succeed.

Additional information

• Language proficiency, with the ability to communicate effectively in English with Square sellers (both written and verbal) and global Square colleagues (reading, writing, and video meetings)
• Must be based in Australia, either Melbourne or Sydney offices through a hybrid of in-office and remote working, may also remotely anywhere on the east coast of Australia. 
• Full Australian working rights are required for this role; e.g. Citizenship, PR, or other long term Visa. Sponsorship is not available for this position 

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 identity or 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.

Block is a globally distributed company and this role will require working with other employees in multiple time zones. You may be required to perform work outside of normal business as part of this role