Total 25 job vacancies by Block

This role sits within our Afterpay / Clearpay (UK Brand) Customer Service team and will play a key role in ensuring we meet our Service Delivery obligations specific to a number of speciality global processes across a number of different aspects of Customer Service Support (such as Social Media, Payment Investigations and Remediation activity when required). 

We are passionate about delivering an effortless customer experience measured through fast and easy resolution. This role leads a team focused on solving customer problems every day. As a CS Global Support Team Leader you will have accountability for the performance of a local team alongside a 24*7 offshore team(Partner based). 

Given the constantly evolving nature of our business and operation; the scope of processes cared for within the Global Support team will likely evolve over time

Primary reporting line: 

Customer Service Operations Manager

Key responsibilities:

• Responsible for the service delivery (measured through Time to Resolve, Average Speed to Answer, QA and Productivity goals) of key Customer Service (CS) speciality processes; primarily focused on Social Media servicing channels and Payment Investigations service contacts. 

• Play a key role in identifying internal tech incidents impacting customers / service delivery and partnering with Global CS leaders and the wider Operations community to build and implement remediation plans as required from Tech incidents. Liaise with other functions as needed to solve issues from time to time (Product, Marketing, Legal and Compliance)

• Run the Global Support Team; participate and lead  daily, weekly and monthly operating rhythms that drive our CS engine; such as daily huddles, team meetings and weekly, fortnightly and monthly process performance reviews both internally and with Partner teams as required

• Coach, performance manage and support the development  as per guidelines for direct reports and work in consultation with Partner TLs / Managers to ensure Parter team members performance meets expectations

• Prepare weekly/monthly Operations reports and lead partner performance reviews as needed

Bitcoin Platform 

The Bitcoin Platform team develops infrastructure for Block to send, receive and custody bitcoin by operating a stack for both cold, hot, and lightning wallets. Our goal is to bring bitcoin to people around the world, unlocking previously impossible use cases to accelerate a world built on better money. The team is composed of engineers that specialize in backend, security, and blockchain engineering.

Bitcoin Platform Engineering is composed of two teams: Custody and Trading Engineering. We're responsible for managing and improving our hot and cold Bitcoin wallets, handling transfers in and out of our wallets, and working on next generation Bitcoin technology and features like running a Lightning network node. You will be responsible for designing, building, troubleshooting and improving Bitcoin platform features, services, and infrastructure. 

Just like Bitcoin, we are decentralized with team members across the U.S. and Australia working together to shape the future. We're scaling quickly and are excited to continue to grow the team this year! 

As one of Afterpay’s Merchant Support Experience team members, you’ll be responsible for handling inbound queries from our Merchant partners assisting with questions and queries.  This is a critical consumer facing role and we pride ourselves in delivering a seamless service to all of our merchants. We offer a blended contact strategy for our partners, the majority of which will be handled via voice alongside digital.

This role is based in Melbourne, VIC with hybrid working model (1-2 times a week in the office).

• Handle in-bound contact(Voice & Digital) from new and existing retail partners whilst meeting Service Level Agreements, including making outbound calls to the merchant and other business areas where appropriate
• Support on-boarding sessions with new and potential merchants by answering questions and providing insight into how the product works and how to sign up
• Update core details relating to existing merchants, which include bank details etc.
• Take ownership of designated queries and drive through to resolution
• Create merchant credentials in Admin Portal (our in-house system)
• Facilitate general account management queries and liaise with relevant business functions, seeking resolution
• Facilitate dispute resolution on behalf of consumers with our retail partners by investigating/information gathering and delivering clear and accurate information to be reviewed
• Identify ‘problem’ merchants and take prompt action to highlight to relevant stakeholders to avoid escalated issues
• Continuously highlight process improvement opportunities to reduce friction and improve customer/merchant satisfaction
• Make solid decisions balancing risk/regulation & cost impacts
• Provide support across other functional areas to ensure business priorities are delivered

Square is looking for a motivated Business Development professional to join our Australian Sales organisation, reporting to the Sales Development Manager. As a Business Development Representative, you will identify prospective Square sellers and promote the value of Square in helping them grow their business. You will work with the Australian Sales team to find new large value merchants fitting the Square ecosystem, and with global Square team-mates on wider projects. Often the first line of contact with prospective Australian Square merchants, you will understand and empathise with their diverse needs and focus on how Square could best support them. You will become an expert in the Square product ecosystem, and will document and track qualified opportunities to pass onto our Account Executive team. You will use multi-channel outreach (social media, outreach emails, phone calls) to large value merchants in Australia each day, applying a data-driven approach to outbound sales. This role can be based in Melbourne or Sydney with options to work from home or in the office.

You will:

• Maintain current knowledge of the global Square product ecosystem and how this may help large value Australian merchants to further grow their businesses

• Create a great first impression for prospective Square merchants by using storytelling, case studies and other materials to inspire them about how Square could benefit their businesses

• Research and prospect large value merchants across Australia that may be a good fit for Square, and understand how to handle objections you may encounter

• Use multi-channel outreach methods (social media, outreach emails, phone calls) to qualify leads and schedule meetings between merchants and members of our Account Executive team

• Represent Square and our product ecosystem in the local Victorian, and national Australian markets

• Keep up-to-date with the latest business, industry and product trends

• Partner with the Australian Account Executive team to gain exposure to the sales cycle and further develop your sales experience, and learn and maintain current understanding of Australian and global Square sales processes

• Attain (and ideally exceed) your business development goals

• Maintain accurate sales data and documentation by using tools including Salesforce

Square is looking for a motivated Business Development professional to join our Australian Sales organisation, reporting to the Sales Development Manager. As a Business Development Representative, you will identify prospective Square sellers and promote the value of Square in helping them grow their business. You will work with the Australian Sales team to find new large value merchants fitting the Square ecosystem, and with global Square team-mates on wider projects. Often the first line of contact with prospective Australian Square merchants, you will understand and empathise with their diverse needs and focus on how Square could best support them. You will become an expert in the Square product ecosystem, and will document and track qualified opportunities to pass onto our Account Executive team. You will use multi-channel outreach (social media, outreach emails, phone calls) to large value merchants in Australia each day, applying a data-driven approach to outbound sales. This role can be based in Melbourne or Sydney with options to work from home or in the office.

You will:

• Maintain current knowledge of the global Square product ecosystem and how this may help large value Australian merchants to further grow their businesses

• Create a great first impression for prospective Square merchants by using storytelling, case studies and other materials to inspire them about how Square could benefit their businesses

• Research and prospect large value merchants across Australia that may be a good fit for Square, and understand how to handle objections you may encounter

• Use multi-channel outreach methods (social media, outreach emails, phone calls) to qualify leads and schedule meetings between merchants and members of our Account Executive team

• Represent Square and our product ecosystem in the local Victorian, and national Australian markets

• Keep up-to-date with the latest business, industry and product trends

• Partner with the Australian Account Executive team to gain exposure to the sales cycle and further develop your sales experience, and learn and maintain current understanding of Australian and global Square sales processes

• Attain (and ideally exceed) your business development goals

• Maintain accurate sales data and documentation by using tools including Salesforce

As the ANZ Vendor Specialist, you'll be responsible for liaising with customers, external Debt Collections Agencies (DCA), and customer service teams to facilitate collections activity and  reduce losses in accordance with our company guidelines and Australian & New Zealand Regulatory requirements such as BNPL code, DCGs, ASIC, Privacy Act, CCFA and more. 
 

Responsibilities include:

• Maintaining relationships and liaising with internal and external stakeholders such as third-party collection’s vendors.

• Accountable for completion of applicable outsourcing activities on all steps of the lifecycle of the outsourcing agreement and ensuring that any regulatory requirements relating to outsourcing are met.

• Driving performance to ensure ongoing improvement and collection efficiency.

• Facilitating annual DCA Audits and identifying, evaluating, monitoring, and escalating third-party risks to the business as and when needed.

• Facilitating Monthly, Quarterly Governance meetings and participate in DCA Call Calibrations sessions.

• Coordinating and managing changes to supplier and third-party management processes driven by policy, regulations, or improvement opportunities.

• Managing and monitoring contracts inclusive of service level agreements (SLAs) of third-party collection’s vendors.

• Complete Collections reporting requirements as per Global Collection Oversight Framework.

• Build and maintain relationships with key stakeholders by collaborating with cross-functional teams, including Credit risk, finance, Legal & Compliance, Security and Privacy, operations, and customer service, to set targets, streamline collections processes and enhance efficiency in line with overall business goals.

• Manage and record third-party collection’s vendors incidents and report to internal stakeholders.

The Commerce team is committed to bringing financial freedom to all our customers. Our team is at the core of Cash App’s mission—redefining the world’s relationship with money. We’re making Cash App and Afterpay the most loved way to pay for buyers and sellers by designing commerce services that are more relatable, instantly available, and universally accessible.

As an experienced senior FE engineer, you will pave the way for the Commerce team’s web development through design, execution, and maintenance of our payment experiences. You will work with internal teams and external partners to ensure the solutions you develop integrate seamlessly to deliver best-in-class customer experiences.

As a member of the team, you will:

• Design, Build and Support the web development of our Payment experiences

• Build highly accessible and beautiful web experiences that delight our users

• Deliver features to millions of customers, shipping at a fast and exciting cadence

• Work cross-functionally and communicate with our product, design, and other engineering teams to design new services and experiences.

• Focus on all aspects of product quality, including in-depth metrics and monitoring

• Lift the skills and expertise of others on the team as a technical leader

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:

• Engage with Square Sellers spending up to 80% of your time managing inbound phone inquiries from Square sellers in a dynamic, fast-paced environment
• Demonstrate genuine curiosity for people and businesses, maintaining a continuous desire to learn and grow
• Use creative problem solving skills, utilizing innovative approaches to address seller inquiries, leveraging support from your partners, resources, and team
• Identify, document, and take ownership of seller issues, ensuring problems are resolved effectively and efficiently
• Analyze trends and patterns in seller issues and provide recommendations to enhance seller loyalty and overall experience
• Collaborate and work closely with internal teams, stakeholders, and Square sellers, showing empathy, an openness to diverse perspectives, and a willingness to take principled risks.
• Be flexible to support sellers of all shapes and sizes, being prepared to occasionally work on public holidays and weekends to support them

We are looking for a Chief Risk Lead to join our team, supporting the Australian Square business unit as it seeks to further mature its enterprise risk and third party risk program. This is a key role overseeing the Australian enterprise risk and third party risk functions and Building Risk Culture within the organization. You will be based in Australia but will have the option to work from home (from anywhere in Australia). You will report directly to the Chief Compliance Officer for Square Australia.

As a Mandarin-speaking Technical Account Manager, you will collaborate with our merchant partners, agency partners and internal teams to deliver world-class proactive service and technical excellence. You will focus on maintaining substantial, long-term merchant and agency partner relationships while resolving technical issues quickly and efficiently.

You will leverage your HTML, CSS, and Javascript expertise to analyze and creatively solve integration issues on merchant websites/ in-store terminals and partner with internal teams. Your technical acumen and interpersonal skills will allow you to serve as a trusted technical advisor to merchants, translating their business needs into technical solutions that drive feature and product adoption at scale.

In this pivotal role, you will report to our regional Lead, TAM.

We are much more than our job descriptions, but here's where you will begin….

Responsibilities:

• Serve as the primary technical point of contact for merchants and partners based in China, driving the technical relationships with merchant and agency partners.

• Proactively identify, diagnose and resolve critical technical issues in a timely and professional manner.

• Work closely with Account Management and other merchant-facing teams to ensure seamless operational support and satisfaction for our merchant and agency partners.

• Foster long-term user relationships that grow loyalty to Cash Commerce products

• Provide education to merchant partners, agency partners and internal teams on new and existing features.

• Produce accurate, timely status updates for support tickets that provide a balanced clarity of detail, demonstrating excellent organisational and communication skills.

• Document challenges and blockers encountered to further share your learnings with other technical account managers in stand-ups and status check-in calls.

• Own the end-to-end macro-level delivery of all in-store and online self-serve Integrations.

• Leveraging HTML, CSS, and Javascript skills to assess and creatively solve integration issues on merchant websites and in-store terminals.

• Oversee integration health monitoring, conduct thorough root-cause analyses, and implement proactive measures to prevent future issues.

• Work cross-functionally with Product, Engineering, and other departments to devise technical and operational enhancements for the merchant experience.

• Drive new features and product adoption with merchant partners, including betas and pilots.

• Efficiently manage and communicate with various stakeholders, centralising information from diverse sources to streamline processes.

• Set and manage expectations with senior leadership for key merchant accounts regarding critical incidents and project developments.

• Proactively lead new product life cycles in conjunction with engineering teams to facilitate merchant partner adoption, including technical documentation review, merchant/partner feedback, future deployments and continuous product improvement and evaluation. 

• Manage incidents with precision and efficiency, conducting in-depth internal investigations to identify root causes and develop technical uplift mitigation strategies.

• Create and distribute merchant-facing content to clarify common issues and promote problem-solving.

As a Technical Account Manager, you will provide best-in-class guidance and advice in integration expertise across all omnichannel platforms, regions and segments. You maintain high-performing, healthy global self-service integrations, deliver retail onboarding and support our merchants through our technical account management queues.

The Square Australia Sales team is looking for a Senior Account Executive to accelerate our shift upmarket. You will be a brand ambassador for Square Australia, sourcing large opportunities outside traditional channels. Your depth of commercial acumen will guide prospects in their evaluation of our platform across a suite of software, hardware and embedded financial services to see if we are suited to solve the diverse challenges they face today. You will work with Square's most prominent use-cases across multiple markets and will report to the Sales Manager, Australia. This role can be based in Melbourne or Sydney.

You will:

• Build relationships with multiple stakeholders to configure business cases for change

• Uncover complex strategic objectives across multiple industries and help create custom solutions

• Work with Australian and global Square Sales, Marketing, Product and Partnership teams to provide feedback on the needs of our most creative clients 

• Create a great impression for prospective Square merchants by thematically & objectively linking our services as a partner to their long-term goals

• Maintain a current understanding of, and eagerness to improve upon, incumbent sales processes

• Demonstrate a high level of diligence towards external engagement and internal data validity

• Contribute to a productive, engaging and inspiring team environment

• Keep up-to-date with the latest business, industry and product trends

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

As the Go To Market (GTM) Lead for Australia, you will be responsible for growth and profitability for your market. You will work with our Finance and Strategy (F&S) team, Product Management, and other functional leads to set growth goals, develop a GTM strategy to achieve those goals, and lead and partner with functional experts in your market (i.e., Sales, Partnerships, Product Marketing, Marketing, Account Management, Customer Success) to implement this strategy. You will understand the needs and experiences of your customers, and ensure that Square’s products have product market fit to generate long-term Square value within your market. You will translate your vision into a product and GTM roadmap and gain agreement across all counterparts. 

You will report to Square’s International and Partnerships Lead and directly manage individuals spanning the Product Marketing and Strategy and Planning functions and indirectly manage (i.e. dotted-line) the rest of the GTM functions for your region (e.g. Sales, Central Marketing, Partnerships, Account Management). Over time, depending on experience, functional alignment, and success in the market, there may be a path to directly manage these functions as well.

You will:

• Set the product and business vision for the market. This includes setting growth goals and developing a strategy to achieve - and exceed - targets. Directly manage and influence the cross-functional teams to ensure they are executing our strategy and working well together.
• Manage the Country P&L down to direct EBITDA.
• Define the full-funnel GTM strategy across all channels (Sales, Marketing, Partnerships, Self-Serve Product Onboarding, etc), oversee implementation to ensure it is properly executed, and closely monitor success and adapt the strategy. Identify which GTM functions and channels we will use to take our product to market and optimize our GTM investment mix (both allocation across channels and spend levels within channels). 
• Operate with a data-driven approach and make investment reallocation decisions with speed, optimizing to achieve maximal and profitable growth.
• Determine Ideal Customer Profile (ICP), target audiences, and the optimal product portfolio through a deep understanding of customer needs, behaviors, decision criteria, and competitive landscape. Identify the gaps that exist in our product portfolio and in the market today, and form a thoughtful perspective on how we should prioritize product and feature development efforts to best support the market.
• Guide pricing and packaging decisions to maximize growth, retention and profitability; develop a differentiated messaging framework.
• Help prioritize features by quantifying the business opportunity and expected impact, monitoring product quality, and assessing our evolving product market fit. Work with Product Managers to scope efforts and size the investments and expected returns from new product development, and collaborate throughout the development cycle to ensure we are shipping the right products and features for your market.
• Ensure we support and engage our sellers so they continue using Square and become vocal advocates and promoters for our products to other sellers.
• Engage senior stakeholders across the company to keep them informed about performance and quickly escalate and unblock any challenges; effectively iterate on the strategy based on feedback and results.
• Represent Square externally for major product launches and GTM-oriented initiatives and  in strategic customer and partner conversations.
• Partner with the Industry Relations & Operations Lead to ensure alignment with the business and regulatory requirements in the market.

The global Square Risk team works to protect Square and Square sellers and enable safe growth across our ecosystem. Square's Australian Risk team seeks an experienced Fraud Operations Specialist to reduce transaction fraud within merchant commerce. You will perform a detailed analysis of high-risk purchases/transactions in real-time queues to identify unauthorised transactions across different types of payments. 
You will analyse risk patterns and communicate with merchants in cases where additional information is required. You will work with global and local Square teams, including Compliance and Customer Success. You are interested in fraud investigation and the financial payments industry and are curious about how world events impact risk. You will demonstrate a high degree of empathy for the businesses and people we serve and bring creativity and structured thinking towards our procedures while maintaining a positive seller experience. You will report to the APAC Risk Lead, based in Melbourne.

You will:

• Monitor real-time queues and review high-risk transactions 
• Use policies to determine if transactions are fraudulent or high-risk
• Manage customer escalations through multiple channels (Customer Relationship Management systems, Email and Slack) 
• Work high-level escalations from partner teams, including Sales, Legal, Compliance and Credit Risk
• Partner with Risk Policy to investigate trends and complete team projects
• Advocate for customers by identifying trends and suggesting improvements to Square processes and products
• Build knowledge of risk at Square and the broader payments industry
• Work some Australian state public holidays

The Support ML team aims to create better-than-human Customer Support experiences. Cash App holds people’s money, and building customers’ trust is absolutely essential to our brand. Providing fast and reliable help whenever the customer needs it is a major component of building that trust. 

As a member of the team, you will design, build and launch customer support features. We build our services over Cash App's ever-evolving infrastructure, and as a senior engineer on the team, you will embrace these changes and scale our tech stack to promote future evolvability. This is an exciting opportunity to make a direct, tangible impact on our product and work on projects that are critical to the business’s success. You'll be reporting to an Engineering Manager and working on a distributed team with members in the USA, Taiwan, Melbourne and Perth.

You Will:

• Be responsible for designing, building and managing the distributed services that enable us to automatically solve customer problems in real-time.

• Creatively solve challenging technical problems at scale, collaborating with engineers located here in Melbourne, Perth, Taiwan and the US.

• Demonstrate high code quality, good test coverage and other engineering best practices 

• Work hand-in-hand with ML Modelers to identify and integrate new data sources, heuristics and models, allowing us to scale our customer support operations.

• Collaborate with product, analysts, and modelers on planning and implementing great customer support experiences 

• Have autonomy to research and achieve outcomes with support when you need it

• Contribute to the growth of our development capabilities through mentoring and supporting fellow engineers

• Own your solutions from design through to operation: we are all on the pager!

Marketplace under Cash App provides different payment products such as Buy Now, Pay Later (BNPL) or monthly payment options to customers. The Fraud Risk team builds scalable systems that power our modelers and decision scientists to develop and deploy strategies to battle fraudsters to ensure the health of the business. In addition, we build end-to-end customer experience for risk assessments.  

As a member of the team, you will design, build and launch fraud risk products and features. We build our services over Cash App's ever-evolving infrastructure, and as a senior engineer on the team, you will embrace these changes and scale our tech stack to promote future evolvability. This is an exciting opportunity to make a direct, tangible impact on our product and work on projects that are critical to the business’s success. You'll be reporting to an Engineering Manager and working on a distributed team with members in the USA, Shanghai and Melbourne.

You Will:

• Be responsible for designing, building and managing the distributed services that manage Cash App Marketplace fraud risk
• Creatively solve challenging technical problems at scale
• Demonstrate high code quality, good test coverage and other engineering best practices 
• Work on impactful, multi-person projects that cross Engineering team boundaries
• Collaborate with product, analysts, and modelers on planning and implementing frictionless user experiences 
• Have autonomy to research and achieve outcomes with support when you need it
• Contribute to the growth of our development capabilities through mentoring and supporting fellow engineers

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

As Afterpay’s Dispute Resolutions Specialist, you’ll handle and resolve customer and merchant disputes in a fair, transparent and timely manner. The successful candidate will be the key point of contact within our Customer Service team for all escalated disputes and will be closely involved in the complaint lifecycle from escalation, to IDR and EDR.  

You Will:

• Investigate, manage and resolve escalated and complex customer and merchant disputes, in accordance with the complaints policy.

• Provide support to the Customer Service team for escalated complaints, where first and second level resolution team members have not been able to resolve.

• Provide input into Afterpay's Internal Dispute Resolution (IDR) responses to resolve complaints 

• Prepare detailed, logical and well explained External Dispute Resolution (EDR) responses to AFCA, other dispute resolution bodies and consumer advocacy groups 

• Prepare reporting for stakeholders on complaint volumes, complaint categories and insights for both internal and external dispute resolution.

• Analyse complaint data, report on trends to the business, and make recommendations to improve processes.

• Manage multiple dispute cases simultaneously and in an efficient manner

• Focus on providing a supportive customer experience and ensuring timely and fair outcomes are achieved

Cash App’s Financial Platform team is responsible for building systems that power products built by Cash App. We build deep integrations with underlying financial infrastructures and ensure that our products are able to scale.

You will:

• Design, build and support the core systems used to power all transactions on Cash App
• Break existing monoliths into event-driven microservices
• Creatively solve challenging technical problems at scale
• Partner closely with product managers, data scientists, product engineers, and business leads to define our roadmap
• Have autonomy to research and achieve outcomes with support when you need it
• Contributing to the growth of our development capabilities through leading, mentoring, and supporting fellow engineers

The Square Australia Sales team is looking for a Senior Account Executive to accelerate our shift upmarket. You will be a brand ambassador for Square Australia, sourcing large opportunities outside traditional channels. Your depth of commercial acumen will guide prospects in their evaluation of our platform across a suite of software, hardware and embedded financial services to see if we are suited to solve the diverse challenges they face today. You will work with Square's most prominent use-cases across multiple markets and will report to the Sales Manager, Australia. This role can be based in Melbourne or Sydney.

You will:

• Build relationships with multiple stakeholders to configure business cases for change

• Uncover complex strategic objectives across multiple industries and help create custom solutions

• Work with Australian and global Square Sales, Marketing, Product and Partnership teams to provide feedback on the needs of our most creative clients 

• Create a great impression for prospective Square merchants by thematically & objectively linking our services as a partner to their long-term goals

• Maintain a current understanding of, and eagerness to improve upon, incumbent sales processes

• Demonstrate a high level of diligence towards external engagement and internal data validity

• Contribute to a productive, engaging and inspiring team environment

• Keep up-to-date with the latest business, industry and product trends

The Square Credit Risk team assesses and manages potential loan and chargeback risk for sellers processing on Square, and helps onboard new accounts in partnership with our Sales team. We promote the growth of our sellers through in-depth financial analysis, understanding of business models, novel risk tools and approaches, and principled risk-taking. We are looking for an APAC Credit Risk Manager to be based in Melbourne or remotely from Sydney to support our growing seller base by leading a team of experienced Credit Analysts and Underwriters in Australia and Japan who review merchant accounts. They conduct reviews of our sellers, assessing credit risk associated with loan and processing activity. You will bring excellent people management and commercial credit experience and will use your skills to find unique solutions in how we promote growth, provide an innovative credit experience, and manage loss at Square.  You will report to the APAC Risk Lead, based in Melbourne.

You will: 

• Manage a team <5 of Credit Risk Analysts and Underwriters responsible for managing loan and chargeback risk in our seller base

• Manage seller re-enablement operations, assisting merchants with a negative balance resulting from chargebacks to get their accounts back in good standing

• Ensure operational and loss performance goals are met

• Review and approve credit requests and escalations

• Create frameworks, policies, and procedures to manage risk

• Monitor business loan accounts to maintain default rate within investor requirements and manage recovery operations where necessary

• Identify portfolio and seller trends to inform and prioritise new policy creation

• Determine and report on metrics

• Create processes and reporting to systematically manage seller and portfolio risk

• Work with Square teams including Sales, Account Management, Compliance and Legal and propose tailored solutions to promote growth whilst mitigating risk.

• Partner with other teams to serve as an expert on credit risk

• Participate in ongoing training to maintain current knowledge of AML/KYC requirements and perform AML/KYC responsibilities

We are looking for a Strategic Account Executive to drive new business acquisition across our upmarket Square clients. Your creativity, tenacity, entrepreneurial spirit, and passion for problem-solving help you find opportunities for Square to help strategic merchants grow. Your extraordinary communication skills help you connect with customers by email, phone, and in-person - establishing trust and relationships, and building value throughout the sales process. In this role, you will work collaboratively and strategically with our Business Development teams to target, position and acquire net new businesses that fit Square’s platform ecosystem. 

Strategic Sales at Square is focused on the Mid-Market to Commercial segments across both first-party POS/payments and developer platform offerings.  

We are looking for a Partnerships Lead to oversee Square Partnerships in Australia. Our team's mission is to create an ecosystem that connects partners and sellers, and enables both to build a business on Square. You'll represent Square's brand in Australia and help establish local partnerships, engaging and negotiating deals across developers, referral networks, agencies, and technology companies of all sizes. You will represent the voice of Australia's partnerships program and promote your team's strategy, and will report to the Global Head of Product Partnerships located in San Francisco.

Square Australia partners include platform partners using Square API integrated third-party products (accounting and tax, form builders, booking and scheduling, items and inventory, delivery and orders, marketing and analytics, eCommerce, point of sale), and referral partners (organisations and agencies across banking and financial services, telecommunications and other markets). You will manage a Partner Manager (responsible for growing awareness of Square's capability through product integration and partner promotional marketing activities), advocate for feature enhancements and share Australia market intelligence with global Product and Development teams. Passionate about delivering meaningful financial services to small businesses, you will be motivated by the successful outcomes of customers, partners, and other teams.

You will:

• Lead the Australian Partnerships program; including team strategy, hiring, coaching, and ongoing development.

• Become a Square product expert - able to talk about Square's partnership strategy and platform ecosystem.

• Set the Australia Partnerships team's strategy and deliver on the team's goals.

• Work with Product, Account Management, Support, and Sales teams to identify and engage potential Partners to enhance our product functionality and distribution.

• Work with Australia and global go-to-market functions such as Sales, Account Management, Customer Success and Marketing and work together with these to ensure the success of Square's Australian Sellers and achievement of Partnerships goals.

• Represent the voice of the Australia partnerships program across Square globally.

• Develop annual and quarterly plans that increase growth across new partners and partner attached sellers.

• Source and sign new partners that will directly benefit Australian sellers and further promote Square's growth in Australia.

• Manage the partner negotiation lifecycle - from initial scoping and negotiation to prioritisation and execution of strategic projects; financial assessment and forecasting; handover to the Partner Manager.

• Build deep relationships with Square teams and external partners to grow Square's relationships with strategic partners.

• Report on goals for your team, and provide updates on strategic projects and insights.

• Tracking generating and managing training records, attendance and documents 
• Maintain and ensure content is up to date on the LMS
• Coordinate events, prepare materials, send out invited and schedule training 
• Adhoc administration to the wider team
• Support Instructional Designers with the creation of blended learning programs, exercises and activities that enhance the learning process
• Maintain project documentation and periodic reporting including TNA, skills gap analysis

We are looking for a Commercial Credit Risk Underwriter to help manage chargeback and non delivery risk for some of the largest sellers processing on Afterpay and Cash App. You will work with our Sales teams throughout the onboarding process to provide a seamless seller experience ensuring appropriate risk assessment and controls. You will have commercial credit underwriting skills, and take joy in scouring financial statements to understand a company’s business model, key risks, and mitigating factors. Additionally, you will help partners navigate the risk experience and take every opportunity to improve our operations and our people.