Offer summary

Qualifications:

1+ years of professional experience with a financial institution, payment provider, or tech company preferred., Strong written and verbal communication skills., Experience in direct customer-facing roles with superb attention to detail., Bilingual in Spanish strongly preferred but not required..

Key responsabilities:

Effectively solve customer inquiries via phone and email using a CRM tool.

Understand escalation paths to triage a Seller's needs and mitigate risk.

Advocate for the Seller community by identifying trends and suggesting process improvements.

Collaborate with cross-functional teams to provide the best possible experience to Sellers.

Job description

Title: Customer Success Advocate
Location: Remote Role
Duration: 6+month (extension and conversion possible)
Shift: will be working in PST zone
Details:

The Square Financial Services (SFS) team is seeking a highly motivated SFS Customer Success Advocate to provide support and risk mitigation within the business financing space.
The SFS team at Square is responsible for safely providing funds to our customers to help them grow their businesses.
The Operations team on SFS provides a white glove experience to our Sellers, and this role will be the first level of support provided to our Seller community.
In this role, you will provide support to Square Sellers with Square Loans questions/needs and become a leader in all inquiries SFS and Square Loans related.
You will use your proximity to customers to identify issues that will continually improve the customer experience for Square Loans borrowers.
The ideal candidate will love helping businesses grow and finding creative ways to manage risk while improving customer experience.
Successful agents quickly become experts on Square Loans and have an opportunity to impact on the product roadmap and customer experience on a small, nimble team.

Role Responsibilities

Effectively solve customer inquiries via phone and email using a CRM tool
Understand escalation paths to effectively triage a Seller's needs based on where they are in the cycle of their loan in order to mitigate risk
Answer customer questions regarding business documents or current loan information
Maintain or exceed established service level agreements and guidelines for timely resolution of queued transactions to minimize potential revenue losses
Identify, document and follow up with cross functional teams on product bugs and features
Advocate for our Seller community by identifying trends in issues and suggesting improvements to processes, policies and products
Collaborate with members of other teams to root out answers and be a resource to teammates to provide the best possible experience to our Sellers
Participate in ongoing training to maintain current knowledge of BSA/AML and perform BSA/AML duties as required by job function.
Effectively work in a remote or distributed work environment and collaborate with team members over Slack and video conferencing.

Skills:

Written and verbal communication skills
1+ years of professional experience with a financial institution. payment provider, or tech company preferred
Enjoy working in a fast-paced and rapidly changing start-up environment with the ability to quickly adapt to new situations and think on your feet
Experience in direct customer-facing roles
Interest in implementing feedback and dedicated to the improvement of your skills and work
Strong organizational, analytical, written and verbal communication skills
Superb attention to detail
Excellent time-management skills
A desire to help people and improve customer experience
A passion for Square and customers engaging with square products
Bilingual in Spanish strongly preferred but not required