We are looking for a Customer Support Associate to join the Square Australia Customer Success team. The Customer Success team works with Square sellers (merchants) by phone and email, to solve problems, demonstrate how to get the most out of Square, and always improve our Square products by giving feedback to Square Product teams. Reporting to the Lead, Customer Success, you’ll support our diverse Square seller base across Australia.
You may have current experience providing customer service in hospitality, retail, or another customer-focused role. You will work with your lead and Square teammates to develop a career in a technology company, better understand the unique challenges faced by Australian (and international) small business owners, and help promote long-term success for Square in Australia.
This role can be based in either our Melbourne or Sydney offices through a hybrid of in-office and remote working, but also remotely anywhere on the east coast of Australia. Multiple positions are available.
You will:
- Spend the majority of your day (up to 80% of your shift) working with Square sellers by handling inbound phone inquiries in a fast-paced environment
- Apply creative problem solving to seller inquiries with the support of your partners, resource and leadership
- Identify, document, take ownership of sellers' issues and see problems through to resolution, escalating feature requests
- Analyse trends in sellers issues and suggest improvement ideas and plans
- Work with internal Squares and our Square Australia sellers with empathy, being willing to seek different perspectives, take principled risks and have a focus on inventing and learning
- Occasionally work on public holidays to support our Square Australia sellers
