At a Glance
- Tasks: Lead technical onboarding for new merchants, ensuring a seamless experience.
- Company: Join Square, a leader in innovative commerce solutions.
- Benefits: Competitive salary, flexible work options, and growth opportunities.
- Other info: Collaborative environment with a focus on mentorship and continuous improvement.
- Why this job: Shape the future of commerce while helping businesses thrive.
- Qualifications: 4+ years in customer-facing roles with project management experience.
The predicted salary is between 40500 - 49500 £ per year.
Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square.
After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together.
So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality, book appointments, engage loyal buyers, and hire and pay staff.
Across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place.
Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.
Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time.
As our sellers grow, so do our solutions.
There is a massive opportunity in front of us.
We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.
The Role
The Global Seller Onboarding (GSO) team partners directly with Square’s largest and most complex sellers (what we call our clients) to ensure they fully realize the value of Square’s products and services.
- As a
- Senior
Onboarding Specialist , you will lead the technical onboarding and activation of new merchants, delivering a seamless, scalable, and high-quality onboarding experience.
In this role, you will work cross-functionally with Sales, Account Management, Product, Engineering, and Customer Success to implement Square deployments for primarily SMB and Mid-Market sellers.
For certain sellers, you may engage pre-sale to support discovery, solution validation, and the positioning of Square’s professional services offerings.
This role is pivotal to Square’s upmarket growth strategy and to shaping the enterprise seller experience from initial solution design through activation.
- You Will
- Engage with sellers pre-sale to support discovery, scoping, planning, and solution validation.
- Advise on and document Square's product capabilities and limitations to ensure clear, accurate expectations are set with prospective sellers.
- Own and manage multiple complex onboarding projects concurrently, balancing competing priorities, timelines, and resource constraints.
- Build strong cross-functional partnerships with Sales & Account Management, Customer Success, Product, Marketing, and Engineering teams.
- Collaborate effectively with technical partners and clearly communicate technical requirements to both technical and non-technical stakeholders.
- Proactively identify and manage risk throughout the onboarding lifecycle, ensuring consistent stakeholder communication and successful outcomes.
- Support data entry and data migration activities as part of the onboarding process for select sellers.
- Maintain deep expertise in Square's platform and ecosystem, providing guidance on technical and product capabilities to optimize the seller experience.
- Act as a liaison between sellers and Product teams, translating complex requirements into actionable feature requests and roadmap input.
- Demonstrate professionalism, collaboration, and strong executive presence while working under deadlines with internal and external stakeholders.
- Mentor and support junior team members and contribute to team enablement.
- Identify process gaps and drive improvements by leveraging scalable AI-powered automation.
- Travel up to 10% for client meetings, hardware installations, and other internal events.
- You Have
- 4+ years of experience in a customer-facing role, including 3+ years of experience in project management, implementation, or onboarding
- Proven ability to manage multiple complex projects simultaneously across competing priorities, timelines, and resources.
- Strong ability to distill complex requirements into tailored solutions and communicate technical concepts clearly and concisely.
- Working knowledge of project management methodologies, tools, and best practices.
- Experience in the POS, payments, or broader technology industry.
Senior Implementation Specialist in London employer: Block
Square is an exceptional employer that fosters a culture of excellence, ownership, and growth, making it an ideal place for professionals looking to thrive in the field sales arena. With a commitment to inclusivity and employee development, Square offers robust coaching opportunities and a supportive environment where leaders can actively engage with their teams. Located in the UK, this role not only provides the chance to work with cutting-edge financial solutions but also to be part of a mission-driven company dedicated to building a more inclusive economy.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Implementation Specialist in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Block. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Block before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Implementation Specialist in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Block:Your cover letter is your chance to shine! Tell us why you want to work at Block specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Block!
How to prepare for a job interview at Block
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
