Onboarding Support Specialist

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, 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.

The Role

We are looking for an Onboarding Support Specialist to join our team! Reporting directly to our Head of International Onboarding, in your role you will manage the final stages of the Sales Funnel, working with merchants to drive the deal through to activation and accelerate the onboarding process. You will manage the relationship with the merchant while creating & executing a detailed onboarding plan, to set them up for success. This is a customer-facing role that involves a combination of remote and onsite merchant interactions.

You Will

1. Provide an incredible onboarding experience for merchants. You will be responsible for driving deals through to close for SME’s needing onboarding assistance.
2. Develop new efficiencies to shorten the onboarding sales stage, using your learned, extensive product knowledge across a whole product suite.
3. Perform against the onboarding process and training curriculum to hold merchants accountable to a go-live timeline, accelerating the sales cycle and maximizing NPA to the company.
4. Identify and address potential obstacles during the onboarding process, manage partner communication, and create strategies for driving success.
5. Serve as Square's ecosystem expert across all product suites and integrations which includes Square’s various POS products and Square Online.
6. Perform Remote merchant work: phone consults, advising on hardware/software/operations, staff training, menu building, account optimization, driving deals over the finish line with proposed timeline.
7. Perform onsite merchant work, including training and hardware install (which may require reimbursable travel outside of London).
8. Ensure Project management by working with our offshore team to complete the following tasks: Data Entry: configure customer account, optimize menu setup, and other data entry tasks involved in getting a merchant onboard.
9. Attend internal stakeholder meetings, roadmap discussions, client optimization sessions, team, region, and departmental-wide syncs.

You Have

1. 3+ years experience in a customer-facing role, preferably in Implementation, Sales or Support; restaurant experience a plus.
2. An infectiously positive attitude, as well as a desire to perform at a high level on a continuous basis, and uplift the team around you.
3. Excellent time management, written & verbal communication skills. Training & development experience is a plus.
4. Bias for action; performance driven with the confidence to operate independently.
5. Ability to thrive within ambiguity and operate independently.
6. An ability to learn quickly as new products are released.
7. Previous Project Management experience preferred.

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 an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We also consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis. We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations throughout the recruitment process. If you require an accommodation, let your recruiter know.

Want to learn more about what we’re doing to build an inclusive workplace? Check out our Inclusion & Diversity page.

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.

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