Customer Success, Advanced Support Specialist

2 weeks ago

Melbourne, Australia Afterpay Full time

**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.

Seller Advanced Support (SAS) serves as an internal support system within the Square Customer Success Team. SAS Specialists use their expertise on all things Square - product and procedure - and their understanding of the Customer experience to coach our frontline Customer Support Associates through complex, unfamiliar, and escalated interactions. They also assist Square Sellers directly through workflows that aim to protect and repair Square's relationship with our Customers. Through these interactions, SAS collects data and insights that help improve the customer experience for Customer Support Associates and Sellers alike. You will support new and tenured Customer Support Associates in Australia and other markets, including Customer Support Associates in Partner sites. Reporting into the Lead based in Japan, this position can be based remotely in Sydney Australia, from our Sydney office, or a mix of both. The salary range for this position is 75,000-81,000 AUD.

You will:

- Drive frontline Customer Support Associate performance, coaching your teammates to top metrics when fielding unfamiliar or escalated interactions
- Directly assist Sellers via manager escalations and other workflows that improve the perception of Customer Success and Square
- Shadow assigned Customer Support Associates to provide integrated coaching, helping them reach great performance.
- Produce Monthly Business Reports that provide insight into individual Associate and team performance
- Develop partnerships with global partners to identify and address gaps in training, product knowledge, policies, and more
- Demonstrate an owner mentality, stepping beyond core responsibilities to support business priorities when needed

**Qualifications**:
You have:

- Experience delivering feedback in a constructive and welcoming manner to Associates
- Expertise on Customer Support processes and policies
- A desire to identify gaps in Customer Support Associates’ skills and knowledge
- Experience with innovation management to identity organizational opportunities with suggested solutions
- Experience with de-escalation and navigating difficult conversations
- Excellent skills in coaching, communication, collaboration, and bias to action
- Ability to remain composed and resilient through escalated or ambiguous situations
- Ability to manage multiple responsibilities and prioritise time to maximise impact

**Additional Information**:
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 a workplace that is fair and square? Check out our_**_ I+D page_**_._**

**Perks**

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 Squa

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