Customer Success Advocate - English/Spanish Bilingual
Square, Houston TX, US
Square works for every business.
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. You are dedicated to providing outstanding customer service, being the voice of Square. You have demonstrated experience using your proximity to customers to identify high-use improvements to the customer experience.
Spend the majority of your day (up to 90% of your shift) working with Square sellers by handling inbound phone calls in a fast paced environment
Identify and cross-sell Square products to customers through education on Square's ecosystem
Apply creative problem solving to seller inquiries with the support of your partners, resource and leadership
Connect with sellers to discuss their needs and how Square products can help them start, run and grow their business
Identify, document, taking ownership of customers' issues seeing problems through to resolution, escalating feature requests.
Effectively solve customer inquiries via phone, email, and/or chat
Hold a high bar for the ownership of customer interactions
Identify, document and follow up with engineers on product bugs and features
Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies and products
Recognize errors and draft improvements to content in the external Support Center and internal documentation
Collaborate with members of other teams to root out answers and be a resource to teammate
English & Spanish fluency, both spoken and written is required
The soft skills to engage with sellers over the phone, asking questions and offering solutions for their business
The ability to type and double task efficiently while handling phone contacts
Genuine curiosity about people, technology and business, while possessing the ability to inspire passion in others
Problem Solving Skills. You enjoy digging into a problem and finding a solution.
The ability to customize the support experience to the needs of individual customers
Interest in receiving and implementing feedback, and dedicated to personal improvement
Comfort with ambiguity and resilient when facing rapid change
Superb attention to detail
Excellent time-management skills
A desire to help people and improve the customer experience of our sellers
The ability to turn around challenging issues through de-escalation and problem solving
This is a full-time (40/hr week) position
**Willingness to work flexible hours as part of a rotating schedule, which includes a mix of weekends, mornings, evenings, overnight, and holidays**
Employees must live within 50 miles of Houston, TX metro area
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 race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any 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.
Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.
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
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.
We believe the economy is better when everyone has access. When everyone has room to grow. No one should be left out because the cost is too great or the technology too complex. So we’re building easy tools to empower and enrich people. Tools that shorten the distance between having an idea and making a living from it—because we believe in fair and square. We started with a little white card reader but haven’t stopped there. Our new reader helps our sellers accept chip cards and NFC payments, our Cash app lets people send money instantly, and we’re building easy tools for customers, too. We’re empowering the electrician to send invoices, setting up the food truck with a delivery option, helping the clothing boutique pay its employees, and giving the coffee chain capital for a second, third, and fourth location. We’re here to help sellers of all sizes start, run, and grow their business—and helping them grow their business is good business for everyone.
Want to learn more about Square? Visit Square's website.
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