Technical Account Manager

Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams — People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more — provide support at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new projects, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block.

The Role

As a Mandarin-speaking Technical Account Manager, you will collaborate with our merchant partners, agency partners and internal teams to deliver world-class proactive service and technical excellence. You will focus on maintaining substantial, long-term merchant and agency partner relationships while resolving technical issues. You will use your HTML, CSS, and JavaScript expertise to analyse and creatively solve integration issues on merchant websites/ in-store terminals and partner with internal teams. Your technical skills and interpersonal skills will allow you to serve as a trusted technical advisor to merchants, translating their needs into technical solutions that inspire feature and product adoption at scale. Like us, you'll be committed to delivering positive outcomes for customers and passionate about shaping the future of Afterpay and Cash App.

You like to keep accurate with your actions, be brave with your decisions, do the right thing for all your stakeholders and shape the future with excitement. In this important role, you will report to our regional Lead, TAM.

You Will

• Be a primary technical contact for merchants and partners based in China, driving the technical relationships with merchant and agency partners.
• Identify, diagnose and resolve critical technical issues in a professional manner.
• Work with Account Management and other merchant-facing teams to ensure seamless operational support and satisfaction for our merchant and agency partners.
• Foster long-term user relationships that grow loyalty to Cash Commerce products
• Provide education to merchant partners, agency partners and internal teams on new and existing features.
• Produce accurate, status updates for support tickets that provide a balanced clarity of detail.
• Document challenges and blockers encountered to further share your insights with other technical account managers in stand-ups and status check-in calls.
• Lead the end-to-end macro-level delivery of all in-store and online self-serve Integrations.
• Use HTML, CSS, and JavaScript skills to assess and creatively solve integration issues on merchant websites and in-store terminals.
• Oversee integration health monitoring, conduct root-cause analyses, and implement proactive measures to prevent future issues.
• Work with Product, Engineering, and other departments to create technical and operational enhancements for the merchant experience.
• Guide new features and product adoption with merchant partners, including betas and pilots.
• Manage and communicate with different stakeholders, centralising information from diverse sources to refine processes.
• Set and manage expectations with senior leadership for important merchant accounts regarding critical incidents and project developments.
• Lead new product life cycles together with engineering teams to facilitate merchant partner adoption, including technical documentation review, merchant/partner feedback, future deployments and product improvement and evaluation.
• Manage incidents with efficiency, conducting in-depth internal investigations to identify causes and develop technical uplift mitigation strategies.
• Promote the best incident support for merchants and partners globally with on-call coverage
• Create and distribute merchant-facing content to clarify common issues and promote problem-solving.

You Have

Like us, you'll be committed to delivering positive outcomes for customers and passionate about shaping the future of Afterpay and Cash App. You like to keep accurate with your actions, be brave with your decisions, do the right thing for all your partners and shape the future with excitement.

You'll have experience in and be passionate about:

• Fluency in reading and writing business level Mandarin and English
• E-commerce, including Payments, Order Management and Reporting systems
• APIs and able to explain API concepts to Cash Commerce's largest and most technical customers
• Understand JavaScript, HTML and CSS
• SQL and comfortable building basic queries and modifying more complex ones
• Interpret logs using software such as Datadog, SumoLogic
• Energised by technical troubleshooting and comfortable working with technical and non-technical teams
• Prioritise and respond to enquiries from multiple merchant partners on a variety of technical issues
• Stakeholder management and communicating complex concepts to both technical and non-technical audiences
• Experience successful project management and operational management (support items, troubleshooting, service delivery).
• Experience in a multi-project B2B environment.
• Excited about solving technical issues for our merchants with a combination of technology.
• Experience in problem-solving and issue resolution, including information collection, directing and leading troubleshooting, decision-making and stakeholder communication.
• Exposure to e-commerce, POS, ERP, CMS or reporting.
• Familiarity with platform management processes – environments, testing, release management, deployments.

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 an inclusive workplace? Check out our Inclusion & Diversity page