Manager, Strategic Support Jobs

Company Description

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together.

So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality through Afterpay, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

We are looking for a Strategic Support Manager to lead a team of Technical Account Specialists responsible for supporting the complex needs of Square’s Strategic Sellers.

You will support and continue to build a high-performing team whose efforts will continue to allow Square to support sellers that push the envelope of what is possible with Square. You will report to the Director of Strategic Client Services and partner with leadership to design the Technical Account Specialist function. In addition to program design initiatives, you will develop processes, insights, and metrics to grow the team today and influence program design for the future. You will also manage impactful cross-functional projects for the greater company.

The ideal candidate will have demonstrated excellence in a prior Customer Support leadership role and mastery of Square’s first-party products. You will also have experience leading initiatives, and advocating internally for customers. Stand-out candidates derive their energy from building things and generally feel comfortable operating in the unknown.

You Will:

• Create operational efficiencies through stream-lined repeatable business processes
• Understand Customer Support channels and an ability to integrate tools and systems to support channels for strategic sellers
• Identify and address opportunities to specialize support by vertical needs; work with your team to implement necessary changes
• Oversee the implementation of new tools, systems and services.
• Have discretion over custom support needs for upmarket sellers
• Understand Square’s Platform and Products and how they work with merchant-facing APIs
• Coach, develop and lead a distributed team of Technical Account Specialists
• Influence programmatic decisions to support optimizing the Technical Account Specialist function for performance and profitability
• Create and refine the Technical Account Specialist guide, standardizing roles and responsibilities across the team
• Promote an environment of trust and collaboration throughout the deal process to enable Account Managers and Technical Account Specialists to best support upmarket sellers
• Engage with product teams to create escalation paths for priority issues

Qualifications

You Have:

• 4+ years experience managing people and leading initiatives
• 6+ years total experience in a customer-facing support role at a technology company
• Experience in a metrics-driven support organizations
• Excellent interpersonal, leadership, organizational and communication skills
• Strong judgment and prioritization skills while working in a fast-paced environment
• Proven ability to influence teams in rapidly growing environments

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 $138,200 - USD $169,000

Zone B: USD $128,500 - USD $157,100

Zone C: USD $121,700 - USD $148,700

Zone D: USD $110,600 - USD $135,200

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.

Full-time employee benefits include the following:

• Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance
• Learning and Development resources
• Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees)
• Employee Stock Purchase Program
• Healthcare coverage (Medical, Vision and Dental insurance)
• Paid time off (including 12 paid holidays)
• Retirement Plans including company match
• Paid parental and caregiving leave
• Additional Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources
• Health Savings Account and Flexible Spending Account
• Paid Life insurance, AD&D, and disability benefits

These benefits are further detailed in Block's policies. 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.

US and Canada EEOC Statement

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.