Description
Overview
The Global Seller Onboarding team works directly with sellers and internal teams to ensure they are able to take full advantage of Square’s products and services. Global Seller Onboarding Specialists work closely with teams within Sales & Account Management as well as Product Specialists and Product Marketing Managers to deliver a seamless and exceptional merchant experience and give key input into the product roadmaps for customer-facing developer products. Additionally, Global Seller Onboarding Specialists play a key role in merchant discovery and lead the final stages of the sale, working with Square's upmarket sellers and cross-functional teams to successfully implement and activate new accounts.
Square initially pioneered the simple self-service model to enable small businesses to take a payment. Now, we aspire to expand that same seamless experience up-market. This position will play a pivotal role in establishing seller success needed for us to drive growth, retention, and scale our services up-market. We’re working to find new and better ways to help businesses succeed on their own terms,and we’re looking for people like you to help shape tomorrow at Square.
You Will (Responsibilities):
Strategic Onboarding & Education (Estimated 70% of work)
- Guide sellers to start transacting with Square quickly and confidently, delivering high-quality onboarding and implementation experiences for Square’s SMB and mid-market sellers.
- Lead seller-facing scoping and onboarding calls, provide tailored training content, and support sellers after they begin transacting with Square.
- Maintain a strong understanding of relevant product features and releases.
- Execute onboarding best practices consistently while escalating complex product or technical needs.
- Balance the needs of numerous sellers at any given time, ensuring successful completion of each onboarding engagement.
Project / Process Execution (Estimated 20% of work)
- Identify issues or blockers that could affect a seller’s onboarding experience or go-live date, and escalate appropriately to senior team members or cross-functional partners.
- Contribute to improvements in onboarding processes by documenting gaps, proposing refinements, and sharing observations from seller engagements.
- Maintain clear, proactive communication with assigned sellers and demonstrate the ability to maintain an onboarding tracker with key milestones, target dates, and next steps.
- Help sellers understand and complete the steps required for launch, following up on outstanding needs and confirming readiness ahead of their target go-live date.
- Use AI to improve the seller experience and automate or enhance internal processes.
Team Collaboration & Skill Development (Estimated 10% of work)
- Share best practices with peers and contribute to a positive team culture.
- Take ownership of keeping product knowledge current, including new features, updates, and known limitations.
- Support team knowledge areas by developing product expertise and serving as a go-to resource for standard questions.
- Participate in internal meetings, training, roadmap updates, and optimization discussions.
- Escalate product, process, or policy issues clearly and promptly to senior teammates and product teams.
You Have (Qualifications):
- 2–4+ years of experience in onboarding, implementation, operations, or account management customer support, customer success; relevant industry experience is a plus.
- Demonstrated strong performance and consistency in onboarding work.
- Experience managing multiple onboarding projects simultaneously with reliable delivery.
- Excellent written and verbal communication skills.
- Proactive attitude and eagerness to learn.
- Strong time-management and organizational skills.
- Comfort operating through change and ambiguity with appropriate support.
- Familiarity with project management practices.
- Basic understanding of data analysis or reporting tools is a plus.
- Strong understanding and consistent usage of AI tools and platforms.
Perks
- Healthcare coverage
- Retirement Plans
- Work from home flexibility
- Employee Stock Purchase Program
- Wellness perks
- Paid parental leave
- Paid time off
- Learning and Development resources