Job Description

Would you like to learn about how technology helps small businesses become more successful? Square is looking for stellar individuals to join our growing Customer Success Advocate (E-Commerce) team. You’ll help our customers achieve their goals with their sites over the phone, via online chat and email while delivering top notch service. As a Customer Success Advocate, you are involved in all aspects of customer service and have a direct impact on our customers and their emerging websites.

You Will:

• Deliver an elevated customer experience while providing technical support via phone, email or chat
• Spend the majority of your day (90%) talking to our customers over the phone & through chat or email tickets meeting the team’s Service Level Agreements in a timely & professional manner
• Provide creative solutions to questions, complaints, or concerns with knowledge of Square eCommerce tools and services.
• Utilize multiple resources and internal tools to provide advanced support.
• Understand the needs of our sellers by assisting and supporting technical and business requests. 
• Offer and sell additional products and services that help our customers reach their goals. This includes, but is not limited to: launching a new website, accepting orders online, adding online payments, integrations, and more! 
• Deliver value to the company through customer conversion, retention, and cross selling of our products

Qualifications

You Have:

• 1+ years of support experience with phone, online chat, and email platforms 
• Experience working in a remote environment
• Technical knowledge with internet technology, website creation, and products
• Experience with Ecommerce (payment security, risk management, and cross-product integration) and marketing 
• Sales experience with online products and services 
• Experience in multi channel customer support 
• Ability to type at least 40 WPM
• Ability and desire to  as many customers as possible each day

**Candidates must be located within 50 miles of an eligible Square office (St.Louis, Atlanta, Scottsdale)

This position does require a schedule open to working evenings, weekends and/or holidays. The E-Comm team operates 7 days a week between the hours of 6am cst to 8pm cst. Flexibility to work with in these hours is required for consideration.

Additional Requirements:

As a Customer Success Advocate (CSA), you are required to maintain reliable and consistent home internet connection for eligibility to work from home (remote work). An ethernet connection is required; cable/DSL/fiber is preferred; hotspots are not preferred. Advocates are expected to have consistent network performance and the ability to effectively troubleshoot tech issues (with the assistance of Block IT).