What are the responsibilities and job description for the Global Customer Advocacy Lead position at Block?
Company Description
Today, we’re a partner to sellers of all sizes – large, enterprise-scale businesses with complex commerce operations, sellers just starting out, as well as merchants who began selling with Square and have grown larger over time. As our sellers scale, so do our solutions. We all grow together.
There is a massive opportunity in front of us. We’re building a business that is big, meaningful, and lasting. And we are helping sellers around the world do the same.
Job Description
We believe legendary brands are built by the stories their customers tell. Together, we can help shape that narrative! Square’s Customer Empowerment Team is looking for an experienced and visionary community leader who is passionate about helping entrepreneurs build the business of their dreams. We need someone who understands that onboarding into our product ecosystem is paramount to our customer’s success and can connect the dots to build a thriving community of brand evangelists. The ideal candidate should have experience building scalable onboarding programs, establishing and executing against a daring vision for online and in-person communities, and a passion for making big business ideas a small business reality.
In this role, you will:
Define the vision, strategy and shared measures of success for the Global Customer Advocacy Team with a keen eye towards onboarding, retaining, and engaging our existing customer base.
Build a scalable onboarding program that enables any small business owner to self-activate and self-onboard to any of Square’s products. You will be expected to analyze and evaluate the current implementation processes, then innovate to optimize for our customer’s long-term success.
Grow a global, multi-language community that encompasses forums, in-person and virtual meetups/groups, and programs to drive engagement and success for our sellers, partners and developers. Ushering our international communities further along the maturity stages of the community life cycle.
Be responsible for leading the Customer Advocacy Team to drive customer adoption through effective onboarding and implementation initiatives, ultimately leading to long term retention and growth.
Develop and modernize our processes to best represent Square in both public and private conversations across the internet and social sphere. You will be an advocate for new technologies and strategies to reduce agent and customer effort across the digital realm.
Qualifications
We’re looking for someone with the following skills and/or experiences:
10 years of experience in customer-centric roles using quantitative and qualitative data to represent the voice of our customers internally and externally.
The ability to lead global teams across multiple languages and cultures with experience leading and growing high-performing teams and individuals.
Experience crafting and presenting a multiyear vision and strategy to senior leadership in effort to achieve ambitious goals.
A proven record of turning passive customers into engaged evangelists for global brands, with an understanding that from the first touchpoint to the last, every moment is critical in a customer’s journey.
A passion for small businesses and an entrepreneurial mindset, notably someone who is known to innovate, take risks, and make big ideas a tangible reality. You should possess a growth mindset and be a naturally curious leader who is continuously learning and reflecting on their own growth.
Experience managing technology platforms (ex. Khoros, Sprinklr, Sprout Social…) and comfortable driving change in this area as needed.
Additional Information
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.
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
Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD54566975, 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. TBD54566975 is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.
