Job Description

You will not only lead a passionate and motivated team but you will also help build remarkable operations; optimizing all channels including phone, email and messaging, all while strengthening team culture, driving customer happiness, and promoting employee success. You will be a liaison working with Product, Engineering, Business Development, Marketing, and Finance teams to drive and improve Square's most important strategic priorities across new and existing markets in the region. You will track Key Performance Indicators weekly and report into the Head of International Customer Success.

• Lead the Customer Success team providing a best-in-class customer service to our sellers across the region
• Drive the Customer Success strategy and its implementation, and ensure alignment with the overall global strategy
• Coach and mentor team members with a focus on fostering a culture of learning and curiosity, professional development and upstream thinking
• Accountable for all operational performance, P&L management and continuous improvement in the Customer Success service
• Drive improvements in customer satisfaction, cross-selling/up-selling, and operational efficiency across all channels
• Partner with central supporting teams (Quality, L&D, WFM, BPO, Product, BizOps, etc.) to ensure optimal, quality service to our sellers
• Develop and lead strategic programmes to deliver continuous improvement
• Support our central teams in the rollout of global initiatives
• Treat Customer Success as a product, brainstorming, iterating and improving on the customer experience
• Help share best practices across international teams
• Gather and summaries relevant data, suggesting improvements in the tools and techniques to help scale the team
• Help scale the team by capitalizing on opportunities for increased efficiency, driving productivity programs

Required Knowledge, Skills, and Abilities

• 7+ years of work experience, with 4+ years of direct people management experience
• Managed a team of 7+ individuals in a high volume environment
• Past product and / or project management experience
• Experience building and scaling customer-facing teams and operations, preferably in a dynamic startup and/or tech environment
• The ability to effectively collaborate with stakeholders across a wide range of backgrounds, levels and teams
• Excellent written and verbal communication skills, with fluency in English
• Creative problem-solving abilities, with a sense of calm under pressure
• Evidence of quick, high-quality decision making, in the presence of multiple priorities
• A strong sense of empathy and a love for helping people
• A passion for company and ensuring an outstanding customer experience
• Fluency is a second European language would be a bonus!