Technical Account 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

The Strategic Sales and Account Management Team is looking for a Strategic Technical Account Specialist to help manage the support needs of our highest value sellers in the Canadian market. This individual will be joining our dedicated support function for sellers managed in the Strategic AM portfolio. This role provides a unique opportunity to work in a cross functional capacity with internal teams and Square's highest valued sellers.

An ideal candidate will be comfortable interacting with multiple senior stakeholders associated with the largest and most complex of Square sellers. Internally at Square, you will collaborate with engineering, implementation, product, sales, and support to ensure successful establishment and growth of large sellers. Externally, you will partner with sellers to triage issues, gather feedback, and recommend solutions to complex questions to foster a white glove support experience.

You Will

• Be the first line of defence for any/all support needs for accounts within the Strategic portfolio (phone, email, Google Meets, etc.) with primary focus on the CA market
• Continuously track, prioritise, and help drive resolutions for Square's highest value sellers
• Identify, document, and follow up with engineers on product bugs and features, taking ownership of customers' issues
• Build relationships with primary contacts across large enterprises including operations, finance, executives, and technical support
• Communicate key developments, updates, and problems to internal and external stakeholders
• Analyse trends associated to customer issues and suggest improvements to processes, policies, and products to enhance the up-market seller experience
• Become an integral contributor to the success of up-market at Square through deep collaboration with Strategic Account Managers

You Have

• Minimum of 2-3 years customer service, implementation, or account management experience
• Deep understanding of all of Square's first-party products and feature parity across global markets
• Experience supporting sellers in Canada
• Strong organisational, analytical, written, and verbal communication skills (technical skills are highly regarded)
• Superb attention to detail and excellent time-management skills
• Knowledge of Canadian payment regulations and compliance requirements
• A desire to help people and improve the customer experience
• Ability to customise the support experience to the needs of individual high-value sellers
• Comfort with ambiguity and resilient when facing rapid change
• Genuine curiosity about people, technology and business, while possessing the ability to inspire passion in others
• Growth mindset, interested in feedback, and dedicated to continuous improvement

Even Better

• French bilingualism
• Experience managing complex projects
• Experience filling ON-CALL tickets directly to product & engineering teams
• Experience with payment gateway integrations
• Experience in Risk, Integrations, APIs, Compliance, Fraud, Hardware or Networking
• Previous experience in FinTech or payments industry
• Deep understanding of all of Square's third-party partners
• Experience with SQL and data analysis