Customer Success Advocate // Square

Customer Success Advocate

  • Dublin, Ireland
  • Full-time

Company Description

We believe everyone should be able to participate and thrive in the economy. So we’re building tools that make commerce easier and more accessible to all. We started with a little white credit card reader but haven’t stopped there. Our new reader helps our sellers accept chip cards and NFC payments, and our Cash app lets people pay each other back instantly. We’re empowering the independent electrician to send invoices, setting up the favorite food truck with a delivery option, helping the ice cream shop pay its employees, and giving the burgeoning coffee chain capital for a second, third, and fourth location. Let’s shorten the distance between having an idea and making a living from it. We’re here to help sellers of all sizes start, run, and grow their business—and helping them grow their business is good business for everyone.

Job Description

We started with a simple idea—that everyone should be able to accept credit and debit cards—and we’ve been rethinking buying and selling ever since. Square currently operates in 5 markets globally and this role is based in our Dublin office.

Great customer support is provided by both people and products. The ideal candidate is dedicated to providing world-class customer service, acting as the voice of Square in a new market and region. This person has demonstrated experience using their proximity to customers to identify high-leverage improvements to the customer experience, working with a range of global teams to implement and iterate.

This person is also ideally motivated by the challenge of helping to build our small, but strong and growing, operation here in these early days for Square in Dublin.

You will:

  • Effectively solve customer enquiries via phone, email, Facebook, Twitter and chat
  • Connect with merchants to discuss their needs and how Square products can help them start, run and grow their business
  • Identify, document, and follow up with engineers on product bugs and features, taking ownership of customers’ issues when required
  • Analyse trends in customer issues and suggest improvements to processes, policies, and products
  • Identify and draft improvements to online help content and internal documentation
  • Collaborate with members of other teams to identify answers and be a resource to teammates

Qualifications

You have:

  • A university bachelor’s degree or equivalent qualification
  • English fluency, both spoken and written
  • Strong organisational, analytical, written, and verbal communication skills, with evidence of previous customer service experience and technical ability being highly regarded
  • Genuine curiosity about people, technology and business, while possessing the ability to inspire passion in others
  • Ability to customise the support experience to the needs of individual customers
  • Coachable mindset, interested in implementing feedback, and dedicated to continuous personal improvement
  • Comfort with ambiguity and resilient when facing rapid change
  • Superb attention to detail
  • Excellent time-management skills
  • A desire to help people and improve the customer experience
  • A passion for startups and for simplifying the buying and selling experience
  • The ability to work weekends as part of a rotating schedule
  • The ability to work public holidays as needed
  • Working-hours flexibility

Even better:

  • Fluency in one or more additional languages besides English, both written and spoken
  • At least two years working in a customer-centric, cross-functional role at a technology company
  • Experience handling sales enquiries over the phone or email, or equivalent experience
  • Sound knowledge of social media, including Twitter and Facebook
  • Leadership experience, formal or informal
  • Excel and/or SQL knowledge

Additional Information

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Hardware Support Engineer // Pointy

Role: Hardware Support Engineer

We are currently hiring for the position of Hardware Support Engineer. This is an entry level position, and the successful candidate will be part of our Customer Support Team, providing essential support across the entire company.

Tasks

Daily tasks will include, assisting the customer support team with the Installation, maintenance and fault finding of the Pointy hardware. You will be responsible for the Pointy hardware and configuration of that hardware to suit customer equipment and needs. Also maintain stock levels and spare parts for shipping.

Qualities

Your primary qualities will be a technically adept person with experience in engineering, electronics and/or software. Good problem solving skills are a must, and also being able to communicate with people who are not technically inclined. You should be ready for a high level of commitment to an intense and challenging company in a fast-moving startup environment.

Company

Pointy is a Dublin-based start-up with substantial backing from top-tier international investors. Our founding team is ex-Google, ex-Oxford, and previously sold a startup to Google. You’ll be joining a stellar team at an early stage. We’re going to have a lot of fun, and we want you to join us.

Essential Requirements:

  • Qualification in Engineering, Software and/or Electronics.
  • Basic understanding of cellular telecommunication systems.
  • Basic understanding of serial and digital communications.
  • Good understanding of electrical and electronic principles.
  • Comfortable with working as part of a team as well as on one’s own initiative.
  • Determination, grit and a hard-working, positive attitude.
  • Organisation, attention to detail and an ability to strictly adhere to processes.
  • An aptitude for creative problem-solving and reading between the lines.

Bonus Requirements:

  • Experience dealing with bespoke protocols.
  • Experience with POS systems.
  • Experience with retail systems and software.
  • Previous experience in a small retail or family business.
  • Previous entrepreneurial experience or time spent in early stage start-ups.
  • Leadership and team management potential.

Apply:

Interested candidates should send a cover letter and CV to jobs@pointy.com

Customer Support Agent // Glofox

Customer Support Agent

Glofox is an exciting, fast paced SAAS company, servicing gym and fitness studio owners across more than 20 countries. The 28 strong team is growing rapidly from our Dublin base, with no sign of slowing down. We have a mission of becoming the backbone of the fitness industry by providing innovative software that saves time, increases retention and ultimately, helps studio and gym owners become more successful.

We are planning on doubling our growth in 2017 and to maintain our excellent customer service, we are now seeking to expand our Customer Support Team.

Purpose

Accountable for supporting our diverse customer base predominantly by email but also by phone.

Accountable for owning customer support issues all the way from initial contact right through until resolution.

Working Hours

Glofox services an international market place so the successful applicant will be required to work shifts on selected days during the week and potentially a weekend day on rotation. Please note that this is not a remote position.

Day to Day Responsibilities:

  • Provide excellent easy to understand support throughout our various support channels.
  • Identify potential technical issues and report same to our product team.
  • Communicate resolution of issues clearly and effectively to clients.
  • Contributing to our knowledge base and taking own initiative in respect of articles and saved replies.
  • Building positive working relationships with our diverse customer base.
  • Identify and take ownership of problems or issues within a customer and work with the customer to mitigate or resolve them
  • Demonstrate product capability and functionality
  • Work with our customers and our product management team to identify new features that will make our product more valuable to our customers
  • Maintain customer and update details in our CRM

Skills:

  • Excellent customer relationship skills
  • Strong levels of empathy and ability to really understand the customer’s pain
  • Ability to understand how business management software can solve business problems
  • Commercially astute
  • Experienced in successful customer management by phone
  • Understanding of SaaS based business models and cloud based solutions
  • Understanding of CRMs and support ticket management software
  • Experience in fitness related industries highly desirable however not required
  • Two or more years’ experience in a Customer Service role for a software company
  • Two or more years’ experience in a customer phone based role

Education & Professional Accreditations

Ideally degree level education or equivalent relevant experience.

Location

The role will be office based in our new office in Sandyford, South County Dublin

What can Glofox offer the successful candidate?

The successful candidate will get to work for one of Ireland’s fastest growing SaaS companies. We sell to a global market and this is a great opportunity to operate at an International Level. Along with a competitive salary, we will provide excellent personal development and coaching to enhance your Customer Support skills.

To apply please send your CV to careers@glofox.com

Customer Success Manager // Glofox

Customer Success Manager

Glofox is an exciting, fast paced SAAS company, servicing gym and fitness studio owners across more than 20 countries. The 28 strong team is growing rapidly from our Dublin base, with no sign of slowing down! We have a mission of becoming the backbone of the fitness industry by providing innovative software that saves time, increases retention and ultimately, helps studio and gym owners become more successful.

We are planning on doubling our growth in 2017 and to maintain our excellent customer service, we are now seeking to expand our Customer Success Team.

Purpose

You will be accountable for ensuring that our customers are onboarded correctly and successfully adopt the product. You will become a trusted advisor to the customer.

You will be accountable for retaining a portfolio of customers, preventing customer churn and identifying and closing upsell opportunities with existing customers.

Working hours

Glofox services an international market place so the successful applicant will be required to work shifts on selected days during the week. Please note that this is not a remote position.

Day to Day Responsibilities:

  • Build trust and long term relationships with all Glofox users within the customer organisation.
  • Identify and influence decision makers responsible for the use of Glofox solutions within customer organisations.
  • Provide On-Boarding, Training and on-going customer support for assigned customers.
  • Track and monitor customer’s account status and identify any areas of concern.
  • Work jointly with the customer to develop a Customer Success Plan for nominated customers.
  • Harvest Customer Success Stories and testimonials from customers capturing business outcomes.
  • Identify and take ownership of problems or issues within a customer and work with the customer to mitigate or resolve them.
  • Demonstrate product capability, functionality and potential business outcomes.
  • Work with our customers and our product management team to identify new features that will make our product more valuable to our customers.
  • Maintain customer and product usage intelligence in our CRM.

Skills

  • Excellent customer relationship and consultative sales skills.
  • Ability to understand how business management software can solve business problems.
  • Commercially astute.
  • Experienced in successful customer management by phone.
  • Strong negotiation skills.
  • Good understanding of fitness industry and of existing customers and their business.
  • Understanding of SaaS based business models and cloud based solutions.

Experience:

  • Two or more years’ experience in the role of Customer Success Manager or Customer Service role.
  • Experience in fitness related industries highly desirable however not required.
  • Two or more years’ experience in a customer phone based role.
  • Experience of requirements gathering, i.e. understanding a customer’s needs and developing appropriate solutions to meet those needs.
  • Candidates with strong Customer Service experience and willing to move into a Customer Success Role will be considered.

Education & Professional Accreditations

Ideally degree level education or equivalent relevant experience.

Location

The role will be office based in our new office in Sandyford, South County Dublin

What can Glofox offer the successful candidate?

The successful candidate will get to work for one of Ireland’s fastest growing SaaS companies. We sell to a global market and this is a great opportunity to operate at an International Level. Along with a competitive salary, we will provide excellent personal development and coaching to enhance your Customer Success leadership skills.

To apply please send your CV to careers@glofox.com