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

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. Please note that the hours for this role will be 1pm – 9pm (Monday – Friday)

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