Advanced Support Specialist, Japan

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn't work together.

So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we've embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We're building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

The Role

The Square Advanced Support Specialist serves as an internal support system within Square Customer Success. On Square Advanced Support, you will use your expertise on all things Square - product, policy, and procedure- partnered with a deep understanding of the Customer experience, to educate frontline Advocates through complex, unfamiliar, and escalated interactions. You will also assist Square Sellers indirectly through workflows that aim to protect and repair Square's relationship with our Customers. Through these interactions, you will collect data and insights that help improve the Customer experience for Advocates and Sellers alike.

We're looking for applicants with top-notch communication skills, passion for helping teammates grow and excel, and a drive to improve Customer Success. In the Advanced Support role, you will build skills in educating and delivering feedback, navigating tough conversations and ambiguous situations, driving policy and process improvements, and collaborating with cross-functional partners to solve complex problems.

You Will

• Resolve Advocate inquiries, educating your teammates through unfamiliar or escalated interactions via live-chat and Google Meet interactions (when needed)
• Educate Advocates, increasing their product knowledge and improving their skills in communication, problem solving, and resource navigation
• Creatively address complex problems and own issues to resolution
• Drive improvements by collecting and escalating feedback from internal and external Customers
• Partner with cross-functional teams to continually improve the Customer Success experience
• Assist sellers indirectly via workflows that rebuild trust and create customer loyalty

You Have

• Good standing in your current role
• Experience delivering feedback in a constructive and welcoming manner to Advocates
• Expertise on CS processes and policies
• A desire to identify gaps in Advocate's skills and knowledge
• Experience with innovation management to identity organizational opportunities with suggested solutions
• Experience with de-escalation and navigating difficult conversations

We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, based solely on the core competencies required of the role at hand, and without regard to any legally protected class. We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build an inclusive workplace? Check out our Inclusion & Diversity page