Product Lead
Support Product
Posted on 3/28/2024
Square

10,001+ employees

Digital payment processor
Company Overview
Square's mission is to ensure that all businesses are able to participate and thrive in the economy. The company is building infrastrucutre for online payments.
Consulting
Energy
Social Impact
Financial Services
Consumer Goods

Company Stage

N/A

Total Funding

$601.2M

Founded

2009

Headquarters

Oakland, California

Growth & Insights
Headcount

6 month growth

0%

1 year growth

12%

2 year growth

17%
Locations
Remote in USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Data Science
Product Design
Requirements
  • 12+ years of product management or equivalent experience with experience in product support at scale
  • Experience Leading Teams: demonstrated ability to lead teams effectively, fostering a collaborative and supportive environment while achieving organizational objectives.
  • Shown high agency and attention to detail driving product teams forward daily
  • Defined and owned a roadmap without much guidance
  • Displayed strong customer empathy and experience shaping product direction and execution based on customer needs
  • Resilience and experience driving cross-functional product initiatives in a successful way
  • A hunger to tackle complicated and impactful product & business problems
  • Appreciation for product design and the customer experience
  • Strong strategic thinking, problem solving, and logical structuring abilities
  • Comfort with ambiguity; the ability to independently lay out and test clear hypotheses, and solve problems without well-defined direction
  • Possess both expertise and passion in AI - you’re following all the latest improvements and testing it yourself
  • Bonus: You’ve integrated AI within customer support
Responsibilities
  • Define the product strategy, roadmap, and prioritization end-to-end across the entire support from customer channel experience and automation to agent tools
  • Deeply understand the needs of agents and customers to guide the overall Support Product team
  • Partner with the Customer Operations team to achieve overall support goals
  • Coach and develop four Product Managers, and improve the performance of the cross-functional teams
  • Partner with peer Leads across Designer, Client Engineering, Server Engineering, Machine Learning Modeling, Machine Learning Engineering, and Data Science