Onboarding Support Specialist

6 months ago

London, United Kingdom Afterpay Full time

**Company Description**:

- 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 through Afterpay, 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.

We are looking for an Onboarding Support Specialist to join our team Reporting directly to our Head of International Onboarding, in your role you will manage the final stages of the sales funnel, working with merchants to drive the deal through to activation and accelerate the onboarding process. You will manage the relationship with the merchant while creating & executing a detailed onboarding plan, to set them up for success.This is a customer-facing role that involves a combination of remote and onsite merchant interactions.

**You will**:
- Provide an incredible onboarding experience for merchants. You will be responsible for driving deals through to close for SMB’s needing onboarding assistance.-
- Develop new efficiencies to shorten the onboarding sales stage, using your learnt extensive product knowledge across a whole product suite.-
- Perform against the onboarding process and training curriculum to hold merchants accountable to a go-live timeline, accelerating the sales cycle and maximizing NPA to the company.-
- Identify and address potential obstacles during the onboarding process, manage partner communication, and create strategies for driving success.-
- Serve as Square's ecosystem expert across all product suites and integrations which includes Square’s various POS products and Square Online.-
- Perform Remote merchant work: phone consults, advising on hardware/software/operations, staff training, menu building, account optimization, driving deals over the finish line with proposed timeline-
- Perform occasional onsite merchant work, including training and hardware install.-
- Ensure Project management by working with our offshore team to complete the following tasks: Data Entry: configure customer account, optimize menu setup, and other data entry tasks involved in getting a merchant onboard.-
- Attend internal stakeholder meetings, roadmap discussions, client optimization sessions, team, region, and departmental-wide syncs.**Qualifications**:
**You have**:
- 3+ years experience in a customer-facing role, preferably in Implementation, Sales or Support; restaurant experience a plus.-
- Excellent time management, strong written & verbal communication skills.-
- Experience in Training & development and Project Management preferred.-
- Fluency in Spanish a plus**Additional Information**:
We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We 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.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. **_Want to learn more about what we’re doing to build a workplace that is fair and square?_**
- Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds f

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