SFS Customer Success Advocate
| Company | Block |
|---|---|
| Location | Atlanta, GA, USA |
| Salary | $22.74 – $45.48 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Entry Level/New Grad, Junior |
Requirements
- Written and verbal fluency in English and Spanish (preferred).
- 1+ years of customer service experience in a financial institution, fintech, payment provider, or data-driven tech company (preferred).
- A strong interest in process improvement, operational efficiency, and data integrity to optimize customer support and business outcomes.
- Enjoyment in collaborating across teams to design scalable, insight-driven solutions for emerging business needs.
- Desire to implement feedback and quickly iterate on changes that enhance operational performance and customer satisfaction.
- A passion for Square’s mission and for supporting Sellers through a combination of customer empathy, data insights, and operational excellence.
Responsibilities
- Answer customer questions regarding business documents, loan applications, and account information in both English and Spanish, ensuring accurate and complete data capture.
- Resolve customer inquiries by phone and email using a CRM tool, while maintaining high data hygiene standards for downstream analytics and reporting.
- Navigate escalation paths using customer lifecycle data to assess needs and risks, ensuring the right actions are taken at the right time.
- Maintain or exceed established service level agreements for inquiry resolution, emphasizing precision, compliance, and risk mitigation to protect revenue and customer trust.
- Identify, document, and escalate product issues, trends, and operational gaps, delivering actionable feedback to cross-functional teams to support continuous improvement.
- Participate in ongoing training to maintain knowledge of BSA/AML compliance, ensuring all interactions and casework meet regulatory standards.
- Collaborate cross-functionally with Risk, Operations, Product, and Compliance teams to provide data-driven insights and advocate for Seller-focused solutions.
- Work effectively within a remote, distributed team environment, using internal messaging tools and video calls to ensure clear, consistent, and actionable communication.
Preferred Qualifications
- Written and verbal fluency in English and Spanish (preferred).
- 1+ years of customer service experience in a financial institution, fintech, payment provider, or data-driven tech company (preferred).