Square is hiring a
Customer Service Global Support Team Leader

Summary

The job is for a Customer Service Global Support Team Leader at Block, Inc., responsible for managing service delivery of key customer service processes across various channels. The role requires leadership, coaching, and performance management skills, as well as experience in front-line customer service.

Requirements

• Team leadership in a contact center environment
• Self-starter with a positive forward thinking / ‘can do’ attitude who is results focused and a real performance driver
• As a ‘hands on’ coach you are prepared to roll your sleeves up and support the team - coaching experience is crucial to this role
• Proven experience working in a team environment; preferably remote teams in multiple locations including outsource partners
• Excellent interpersonal and communication skills
• Experience in front-line customer service; understand the importance and balance of speed, quality and cost in managing service

Responsibilities

• Responsible for the service delivery (measured through Time to Resolve, Average Speed to Answer, QA and Productivity goals) of key Customer Service processes; primarily focused on Social Media servicing channels and Payment Investigations service contacts
• Participate and lead daily, weekly and monthly operating rhythms that drive our CS engine; such as daily huddles, team meetings and weekly, fortnightly and monthly process performance reviews both internally and with Partner teams as required

Benefits

• Healthcare coverage
• Retirement Plans
• Employee Stock Purchase Program
• Wellness perks
• Paid parental leave
• Paid time off
• Learning and Development resources