Customer Support Associate null

About Block Australia

Block Australia is Square, Cash App, Spiral, TIDAL, TBD, and their foundational teams such as Counsel, Finance, and People that provide guidance at the corporate level. These are the company's building blocks, united by its shared purpose of economic empowerment. Together they’re creating tools to help expand access to the economy.

Your role

Block Australia is looking for a Customer Support Associate to join the Square Australia Customer Success team. The Customer Success team works with Square sellers (merchants) by phone and email, to solve problems, demonstrate how to get the most out of Square, and always improve their Square products by giving feedback to Square Product teams. Reporting to the Lead, Customer Success, you’ll support the diverse Square seller base across Australia.

You may have current experience providing customer service in hospitality, retail, or another customer-focused role. You will work with your lead and Square teammates to develop a career in a technology company, better understand the unique challenges faced by Australian (and international) small business owners, and help promote long-term success for Square in Australia.

This role can be based in either Block Australia's Melbourne or Sydney offices through a hybrid of in-office and remote working, but also remotely anywhere on the east coast of Australia. Multiple positions are available.

You will:

• Spend the majority of your day (up to 80% of your shift) working with Square sellers by handling inbound phone inquiries in a fast-paced environment
• Apply creative problem-solving to seller inquiries with the support of your partners, resource and leadership
• Identify, document, take ownership of sellers' issues and see problems through to resolution, escalating feature requests
• Analyse trends in seller issues and suggest improvement ideas and plans 
• Work with internal Squares and their Square Australia sellers with empathy, being willing to seek different perspectives, take principled risks and have a focus on inventing and learning
• Occasionally work on public holidays to support their Square Australia sellers

Training & Development

Access resources to grow in your role, like Block's development program for first-time managers and a free subscription to LinkedIn Learning.

Salary & benefits

Roles as a Customer Support Associate may earn an average of A$49,000 to A$81,000. (Source: Glassdoor)

Block Australia offers extraordinary benefits and development opportunities that support who you are both inside and outside the office. This includes:

1. Healthcare coverage
2. Wellness perks
3. Paid time off
4. Employee stock purchase plan
5. Read more. 

Career progression

Foundational teams, such as Counsel, Finance, and People, provide oversight and guidance while working collaboratively with teams across the company. Across each of their building blocks, they’re creating better tools to help everyone access the economy. Every challenge creates possibilities, and they need different perspectives to see them all. Bring yours to Block.

Work life balance

Block Australia helps employees prioritize overall wellness with an array of health and fitness offerings. This includes access to the things you need to take care of your mental health with Lyra and its Employee Assistance Program. Read more.

Culture & vibe

Block Australia is working to build a more inclusive economy where its customers have equal access to opportunity, and they strive to live by these same values in building its workplace. Block is a proud equal-opportunity employer. They work hard to evaluate all employees and job applicants consistently, based solely on the core competencies required of the role at hand, and without regard to any legally protected class.

To know more about Block Australia's culture, watch this video:

About you

Qualifications:

• The ability to work with Australia-based sellers in English (writing and phone), and global Square colleagues in English (reading, writing and video meetings)
• Experience working in a customer support role or a background in hospitality, retail or a customer-facing role
• Comfort with ambiguity and resilient when facing rapid change
• Problem-solving skills - you enjoy digging into a problem and finding a solution 
• The soft skills to engage with sellers over the phone, asking questions and offering solutions for their business
• The ability to tailor a custom customer support experience to address the unique requirements of individual Square sellers
• A strong interest in receiving and implementing feedback and focus on improvement
• A passion for Square and a desire to help sellers

How to apply

To apply for this role, simply click the "Apply on employer site" button on this page to submit your application directly to Block Australia.