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 the customer experience. Successful agents quickly become experts on Square Loans and have an opportunity to impact the product roadmap and customer experience on a small, nimble team.

This position can sit in any US Square office or be full-time remote from any US state with the exception of Alaska. 

You Will:

• 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.

You Have:

• BA/BS Degree

• 1+ years of professional experience with either a financial institution or payment provider 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 the customer experience

• A passion for Square and customers engaging with Square products

• Willingness to work flexible hours as part of a rotating schedule

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. Square is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other 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 a workplace that is fair and square? Check out our I+D page. 

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Perks

We want you to be well and thrive. Our global benefits package includes:

• Healthcare coverage
• Retirement Plans
• Employee Stock Purchase Program
• Wellness perks
• Paid parental leave
• Paid time off
• Learning and Development resources

Square, Inc. (NYSE: SQ) builds tools to empower businesses and individuals to participate in the economy. Sellers use Square to reach buyers online and in person, manage their business, and access financing. Individuals use Cash App to spend, send, store, and invest money. And TIDAL is a global music and entertainment platform that expands Square's purpose of economic empowerment to artists. Square, Inc. has offices in the United States, Canada, Japan, Australia, Ireland, Spain, Norway, and the UK.