Customer Success Advocate, Block
Catalan Speaker
+ Employee stock purchase program
Financial services ecosystem
Job no longer available
Financial services ecosystem
1001+ employees
Job no longer available
+ Employee stock purchase program
1001+ employees
Company mission
To create better tools to help everyone access the economy.
Role
Who you are
- English & Catalan 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
- You have demonstrated experience using your proximity to customers to identify high-use improvements to the customer experience
What the job involves
- 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 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
- 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
Our take
Block is a financial services technology company comprising of Square, Cash App, Spiral, TIDAL, and TBD. Its biggest brand, Square, offers hardware and software for small to medium-sized businesses enabling them to manage the entire payment lifecycle. It functions similarly to Shopify and Stripe, but has paired online payment processing with physical devices such as registers, payment terminals, and mobile card readers.
The business was originally founded as Square in 2009 by Jack Dorsey of Twitter fame. Already well-established with SMEs all over the globe, Square has significantly benefited from the increased demand for mobile payment systems. Its order management feature remains a go-to tool for small businesses that otherwise didn't have the proper infrastructure in place when demand for home delivery surged.
Square rebranded as Block in December 2021, with the Square brand name remaining in place for their seller business. The company has since come under fire for its security practices, facing lawsuits in relation to a major breach of CashApp user data, and in 2024 announced plans to reduce its workforce in order to cut costs. Despite these setbacks, there is every chance the business will move past this, though it may take some time to rebuild trust in its product.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Company benefits
- Healthcare coverage (Medical, Vision and Dental insurance)
- Health Savings Account and Flexible Spending Account
- Retirement Plans including company match
- Employee Stock Purchase Program
- Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance
- Paid parental and caregiving leave
- Paid time off (including 12 paid holidays)
- Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees)
- Learning and Development resources
- Paid Life insurance, AD&D, and disability benefits
Company HQ
SoMa, San Francisco, CA
Leadership
Jack Dorsey
(CEO)Having studied at and dropped out of New York University, Jack founded Twitter in March 2006, where he has served as CEO since. He co-founded Square with Jim in February 2009, and has remained its CEO ever since.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job