Call Center Manager, Front Line

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

We are looking for someone 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 priorities. You will track Goals weekly.

You Will

• Coach team members with a focus on professional development and upstream thinking
• Improve customer satisfaction across channels
• Develop metrics to measure the growth and performance of the team, and provide reports
• 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

You Have

• 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
• Experience with Square and ensuring an outstanding customer experience

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 an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.

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.

While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.

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