Customer Success Advocate

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 are looking for a Customer Support Associate to join the Square Australia Customer Success team. The Customer Success team works with Square sellers (merchants) by phone and email, to solve problems, demonstrate how to get the most out of Square, and always improve our Square products by giving feedback to Square Product teams. Reporting to the Lead, Customer Success, you'll support our diverse Square seller base across Australia.
You may have current experience providing customer service in hospitality, retail, or another customer-focused role. You will work with your lead and Square teammates to develop a career in a technology company, better understand the unique challenges faced by Australian (and international) small business owners, and help promote 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, utilizing 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
• Analyze 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

Qualifications
You have:

• 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)
• A passion for technology with 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
• Problem-Solving skills - you enjoy delving into problems and finding effective solutions
• The soft skills to demonstrate excellent phone etiquette with an ability to personalize solutions for individual businesses
• An eagerness to receive and implement feedback, with a strong focus on continuous improvement
• A passion for Square - Deeply committed to Square's mission and dedicated to helping sellers succeed

Qualifications
You have:

• 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)
• A passion for technology with 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
• Problem-Solving skills - you enjoy delving into problems and finding effective solutions
• The soft skills to demonstrate excellent phone etiquette with an ability to personalize solutions for individual businesses
• An eagerness to receive and implement feedback, with a strong focus on continuous improvement
• A passion for Square - Deeply committed to Square's mission and dedicated to helping sellers succeed