Job Details

Customer Success Advocate

100% Remote | 3-Month Contract (Potential Extension)

• Pay: $25.00–$28.00/hour, paid weekly

• Hours: Start time 7:00 AM or 8:00 AM PST, Monday - Friday

Summary

Support Square Sellers using Square Loans by providing first-level customer support, resolving loan-related questions, and helping mitigate risk. This role delivers a high-touch, white-glove experience while identifying trends and opportunities to improve the Square Loans customer experience.

Why this role matters:

• You are the first point of contact for Sellers, directly impacting trust, retention, and revenue.

• Your insights help improve processes, products, and risk management for Square's financing services.

Duties

• Resolve Seller inquiries via phone and email using a CRM tool.

• Triage and escalate loan-related issues based on the customer's loan lifecycle.

• Answer questions regarding loan status, documentation, and account details.

• Meet or exceed service level agreements to ensure timely resolutions.

• Identify and report product issues and feature gaps to cross-functional teams.

• Analyze trends and recommend improvements to processes and policies.

• Collaborate with internal teams to deliver accurate and efficient support.

• Complete ongoing BSA/AML training and perform required compliance duties.

• Work effectively in a fully remote environment using Slack and video tools.

Qualifications

• 1+ year of experience with a financial institution or payment provider preferred.

• Customer-facing support experience required.

• Strong written and verbal communication skills.

• High attention to detail with strong organizational and analytical skills.

• Ability to adapt quickly in a fast-paced, changing environment.

• Excellent time management and problem-solving skills.

• Passion for helping businesses and improving customer experience.

• Interest in feedback-driven growth and continuous improvement.

• Bilingual Spanish is a plus.