Advanced Support Group Lead

Company Description

Job Description

In this role, you'll lead a team of Customer Success Managers and their teams while serving as a cross-functional liaison working with learning and development, product, engineering, business development, marketing and finance to drive Squares most important strategic priorities. You'll track Key Performance Indicators of your team weekly, with a focus on results and optimizations.

Team Happiness Development

Inspire: communicate an inspiring vision and sense of core purpose, helping leads and team members understand the connection between their work and the end goal.

Connect: build rapport and constructive relationships with all team members up, down, sideways, inside, and outside of Square.

Grow: coach and mentor team members and other leaders by identifying and providing learning opportunities that are in line with development plans and company goals.

Operational Efficiency Strategy

You Will:

• Measure: assess metrics to measure the growth and performance of the team, providing insights and reports as needed. Use these metrics and assessments to consistently drive improvements in team performance through behavioral coaching.
• Analyze: utilize deep product and industry knowledge, gather and synthesize relevant data, suggest improvements in the tools, and techniques to help scale the team while serving as a strong cross-functional leader.
• Innovate: build a new standard for support in payments and commerce-related products services by passionately managing, measuring, and driving improvements in customer satisfaction, productivity, SLAs, etc.
• Scale: see the opportunity in every challenge and develop structured plans to deliver solutions to critical support initiatives to help scale the team effectively.

This role is open the following locations: STL/ATL/SDL/Remote

Qualifications

You Have:

• BA/BS degree or related experience; MBA or equivalent experience preferred
• 7 years of work experience with 4 years of direct experience leading and developing other leaders
• Experience building and scaling customer support operations, particularly in a dynamic, fast-paced retail, restaurant, startup or tech environment
• Past product and/or project management experience
• The ability to effectively influence and communicate cross-functionally
• Excellent written and verbal communication skills
• Creative problem-solving abilities
• A passion for Square and ensuring an excellent customer experience

Additional Information

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

Zone A: USD $167,300.00 - USD $204,500.00
Zone B: USD $155,600.00 - USD $190,200.00
Zone C: USD $147,200.00 - USD $180,000.00
Zone D: USD $138,900.00 - USD $169,700.00

To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information. 

Benefits include the following:

• Healthcare coverage
• Retirement Plans including company match 
• Employee Stock Purchase Program
• Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance 
• Paid parental and caregiving leave
• Paid time off
• Learning and Development resources
• Paid Life insurance, AD&D. and disability benefits 
• Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources 

This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

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, 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.

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.