Description
The Global Seller Onboarding team at Square works directly with sellers and internal teams to ensure they can take full advantage of Square's products and services.
As a Bilingual Implementation Specialist, you will play a pivotal role in establishing seller success needed for Square to drive growth, retention, and scale its services up-market.
Strategic Onboarding & Education (Estimated 70% of work)
- Guide sellers to start transacting with Square quickly and confidently, delivering high-quality onboarding and implementation experiences.
- Lead seller-facing scoping and onboarding calls, provide tailored training content, and support sellers after they begin transacting with Square.
- Learn and 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 them 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 to build broader product and organizational understanding.
- Escalate product, process, or policy issues clearly and promptly to senior teammates and product teams.
Requirements
- Full language proficiency in English and any second language, preferably Spanish.
- 2–4+ years of experience in onboarding, implementation, operations, or account management customer support, customer success.
- 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