Job Description

The Customer Success Engineering  team builds products that help our internal Customer Success organization best serve merchants when they’re in need of help. The team is responsible for multiple aspects of the daily experience of our Customer Success Advocates - most notably working on a new system for the live chat experience. The team is also working on ways to leverage generative AI to both streamline the experience of advocates when finding answers to questions and helping increase the efficacy of those answers. 

As the Engineering Manager for Customer Success Engineering, you will be responsible for driving initiatives from inception through execution. You will be engaged in a large, highly visible project and interfacing deeply with multiple teams within Square - both as stakeholders and as partners. This position will require strategic thinking, methodical execution, and superb stakeholder management.  You’ll be working closely with partners in Product, Design, and peer engineering teams to create and refine experiences for use by and for Customer Success.

You will: 

• Lead and participate in critical technical, design, and product discussions with leaders across the organization.
• Support and collaborate with multiple stakeholders across the company including product, design, legal, accounting, support, and other engineering teams.
• Provide and improve visibility into the engineering team to the rest of the organization.
• Lead engineers on the team through coaching, mentorship, and advocacy - instilling a sense of urgency, ownership, and accountability.
• Foster an inclusive environment for your team and those around you to show up and give their best each day.
• Invest in long term opportunities and risks to ensure a solid platform for today and the future.
• Hire and grow your team by cultivating high standards and a cohesive group that is able to execute without distraction.

Qualifications

You have: 

• Leadership experience: Experience building and leading teams of accomplished software engineers. A passion for mentoring engineers and teaching colleagues.
• Technical depth and maturity: Experience managing complex systems, with the pattern recognition to make high level architectural decisions but also the ability to weigh in on implementation questions.  
• Execution rigor: Experience turning strategies and plans into reality, partnering with product and design to scope and prioritize work.
• Initiative: Ability to work autonomously to drive clarity in ambiguous situations.
• Customer empathy: Strong empathy for your customer and an interest in building products that better serve them.
• Curiosity and collaboration: Eagerness to share your ideas, and openness to those of others. 
• Diplomacy: Exceptional communication skills and experience balancing diverse priorities in a fair and transparent manner. Ability to navigate difficult conversations, both on your team and with stakeholder teams. 

Technologies we use and teach:

• Ruby, Javascript, Typescript
• Rails, React, Redux
• MySQL/Aurora, Kubernetes