Coach Customer Success team members, with a focus on continuing and enhancing their professional development. Drive business metrics through monitoring, supporting, and leading the growth and performance of the team. Improve Square’s customer satisfaction and quality across all channels (Phone, Messaging and Email). Ensure delivery of critical Customer Success projects, leading these end to end. Gather and synthesize data, suggesting improvements of tools, techniques and productivity to help scale the team and operations.

Deliver a great customer experience while providing technical support via Phone or email. Offer additional products and services that help our customers reach their goals. Use a timely & professional approach to respond to chat & email tickets, as well as phone calls. Deliver value to the company through customer conversion, retention, and cross selling of our products. Be able to remain focused in a fast paced environment, helping as many customers as possible each day.

Drive high performance by making a significant time investment into conducting both integrated & scheduled coaching sessions with advocates. Gather input to target identified performance improvement opportunities through the coaching of advocates in all roles & levels. Complete performance observation forms for each formal coaching session. Document action plans and track the progress of advocates.

Solve customer inquiries by email, and phone, using a CRM tool to identify, document, and follow up with Square engineers on product bugs and features, & taking ownership of customers’ issues. Recognize opportunities to update external Support Center content and internal Customer Success documentation. Work with other Square and international teams (Product, Engineering, Business Development, Marketing and Finance) to improve product, policies and procedures. Analyse trends in customer issues and suggest improvement ideas and plans. Treat Customer Success as a product at Square, improving and iterating on the customer experience. Work with internal Squares and our Square sellers with empathy, being willing to seek different perspectives, take principled risks and have a focus on inventing and learning.

Code Ninjas is an enrichment program teaching children the basic fundamentals of computer programming through the creation of video games and apps. Our core teaching concepts focus on logical thinking, teamwork and math skills. Current research shows how learning to code and problem solving at a young age sets children up for success in life.

All for KIDZ, Inc. provides educational performances and resources to more than 6,000 elementary schools each year. Known to schools as "The NED Shows,"​ our company teaches students to Never Give Up, Encourage Others and Do Your Best! as well as to be kind-hearted and caring.Responsible for the solo load in, performance of, & load out of character education programming for elementary schools in the U.S., Canada, and internationally in the U.K. and Australia. Also responsible for scheduling, time management, expense reporting, inventory management, & transportation adjustments as necessary; as well as the care and maintenance of show properties, uniforms, and audio equipment.• Established positive relationships with school contacts (counselors, admin, principal, superintendent)• Performed for over 270,000 students worldwide• Creative problem solving

The Delta Dental Land of Smiles® educational touring program is a live performance that teaches children in kindergarten through third grade about good oral health care. The program visits 425 schools in Missouri and South Carolina, educating more than 90,000 children annually.Responsible for team load in, performance of, & load out of theatrical dental health-related programming for elementary schools throughout the states of MO, and SC. Also responsible for securing lodging, locating schools, setting call times, transportation of company vehicles; as well as care and light maintenance of the set, props, costumes and audio equipment.• Established positive relationships with school contacts (nurses, admin, principal)• Performed for over 120,000 students in the U.S.