Onboarding Support Specialist

Square

Full-time

Credit Intermediation and Related Activities

About the position

As an Onboarding Support Specialist at Square, you will play a crucial role in managing the final stages of the sales funnel, ensuring that merchants have a seamless onboarding experience. Reporting directly to the Onboarding Manager, your primary responsibility will be to drive deals through to activation, working closely with merchants to create and execute detailed onboarding plans that set them up for success. This position is customer-facing and involves a mix of remote and onsite interactions with merchants, allowing you to build strong relationships and provide exceptional support throughout the onboarding process. In this role, you will be responsible for providing an incredible onboarding experience for small to medium-sized businesses (SMBs) that require assistance. You will leverage your extensive product knowledge across Square's entire product suite to develop new efficiencies that shorten the onboarding sales stage. By performing against the onboarding process and training curriculum, you will hold merchants accountable to a go-live timeline, thereby accelerating the sales cycle and maximizing net promoter score (NPS) for the company. You will also identify and address potential obstacles during the onboarding process, manage partner communication, and create strategies to drive success. As Square's ecosystem expert, you will be well-versed in all product suites and integrations, including Square's various point-of-sale (POS) products and Square Online. Your responsibilities will include conducting remote merchant work such as phone consultations, advising on hardware, software, and operations, as well as providing staff training, menu building, and account optimization to drive deals to completion. Additionally, you will perform onsite merchant work, which includes training and hardware installation. Project management will be a key aspect of your role, as you will collaborate with our offshore team to complete tasks such as data entry, configuring customer accounts, optimizing menu setups, and other data entry tasks necessary for onboarding merchants. You will also attend internal stakeholder meetings, roadmap discussions, client optimization sessions, and team syncs to ensure alignment and success across the organization.

Responsibilities

• Manage the final stages of the sales funnel and drive deals through to activation for merchants needing onboarding assistance.
• Create and execute detailed onboarding plans to set merchants up for success.
• Develop new efficiencies to shorten the onboarding sales stage using extensive product knowledge.
• Perform against the onboarding process and training curriculum to hold merchants accountable to a go-live timeline.
• Identify and address potential obstacles during the onboarding process and manage partner communication.
• Serve as Square's ecosystem expert across all product suites and integrations, including POS products and Square Online.
• Conduct remote merchant work, including phone consultations and advising on hardware/software/operations.
• Perform onsite merchant work, including training and hardware installation.
• Ensure project management by working with the offshore team to complete data entry and account configuration tasks.
• Attend internal stakeholder meetings and syncs to discuss roadmaps and client optimization.

Requirements

• 3+ years experience in a customer-facing role, preferably in Implementation, Sales, or Support; Restaurant or Retail experience is a plus.
• Excellent time management, written, and verbal communication skills.
• Previous project management experience.
• Proficiency in Microsoft Excel, including experience with formulas and functions.
• Ability to learn quickly as new products are released.
• Training and development experience is a plus.