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Company Info
Square
St Louis, MO, United States

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Sr. Manager of Customer Support (Director Level)


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Job ID:

3751473

Location:

St Louis 

Job Category:

Customer Service, Finance, Management, Strategy-Planning
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Zip Code:

63110

States:

MO

Employment Type:

Full Time

Posted:

11.08.2017
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Job Description:

In this role, you’ll lead a team of Customer Support 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 Square’s most important strategic priorities. You’ll track Key Performance Indicators of your team weekly, with a focus on results and optimizations.

You will drive:

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 inline with development plans and company goals.

 

Operational Efficiency + Strategy

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.

 

Job Requirements:

You have:

 

  • A BA/BS degree or related experience; MBA preferred

  • 7+ years of work experience with 4+ years of direct experience leading and developing other leaders required

  • 5+ years of leading teams of 100 or larger required

  • 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

Security Clearance:

NO Security Clearance




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