[Hiring] Technical Account Specialist @Block

Role Description

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.

• 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

Qualifications

• 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

Requirements

• 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

Benefits

• Remote work
• Medical insurance
• Flexible time off
• Retirement savings plans
• Modern family planning