Job Description

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. As a Customer Success advocate you will be the liaison and voice of Square in a new market and region. You will reactively address technical inquiries and offer resolutions as well as proactively recommend solutions for our Sellers through discovery of underlying needs. You have demonstrated experience using your proximity to customers to identify high-use improvements to the customer experience.  You are dedicated to providing outstanding customer service, while guiding, educating, and cross-sell/upselling our Sellers through our suite of products and resources that are available to help them succeed.  

The role can be based 100% remotely in the Republic of Ireland or hybrid with offices in Dublin. 

You will:

• Spend the majority of your day working with Square sellers to resolve their queries and ensure they get the most out of Square’s products, by handling inbound calls and emails in a fast-paced environment.

• Cross-sell/upsell products that are genuine solutions for our sellers’ immediate or underlying needs by utilising discovery questions and product knowledge to guide them through our ecosystem and local market trends

• Maintain exceptional customer experiences with a high level of service while connecting with sellers to discuss their needs and how Square products can help them start, run and grow their business

• Identify, document, and follow up with engineers on product bugs and features, taking ownership of customers' issues.

• Analyse trends in customer issues and suggest improvements to processes and products.

• Work cross functionally with other teams and departments across regions to improve product and procedures.

Qualifications

You have: 

• English & French fluency, spoken and written.

• Strong organisational, analytical, communication skills, with evidence of previous customer service experience and technical ability.

• The soft skills to engage with sellers over the phone, asking questions and offering solutions for their business

• Genuine curiosity about people, technology and business, while possessing the ability to inspire passion in others.

• Attributes of a problem solver. You enjoy digging into a problem and finding a solution.

• Ability to customise the support experience to the needs of individual customers

• Coachable mindset, interested in implementing feedback, and dedicated to personal improvement.

• Excellent time-management skills; Must be able to remain focused in a fast paced environment, helping as many customers as possible each day

• A passion to help people and improve the customer experience of our sellers.

• A passion for startups and for simplifying the buying and selling experience.

• The ability to work weekends as part of a rotating schedule.

• The ability to work public holidays.

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