Implementation Specialist

Seller Onboarding Expert - L3 (IC)

The Global Seller Onboarding team works directly with sellers and internal teams to ensure they are able to take full advantage of Square's products and services. Global Seller Onboarding Specialists work closely with teams within Sales & Account Management as well as Product Specialists and Product Marketing Managers to deliver a seamless and exceptional merchant experience and give key input into the product roadmaps for customer-facing developer products. Additionally, Global Seller Onboarding Specialists play a key role in merchant discovery and lead the final stages of the sale, working with Square's upmarket sellers and cross-functional teams to successfully implement and activate new accounts.

Square initially pioneered the simple self-service model to enable small businesses to take a payment. Now, we aspire to expand that same seamless experience up-market. This position will play a pivotal role in establishing seller success needed for us to drive growth, retention, and scale our services up-market. We're working to find new and better ways to help businesses succeed on their own termsand we're looking for people like you to help shape tomorrow at Square.

You Will (Responsibilities):

Strategic Onboarding & Education (Estimated 70% of work)

• Guide sellers (customers) to start transacting with Square quickly and with confidence, delivering high-quality onboarding and implementation experiences for Square's SMB and mid-market sellers
• Lead seller-facing scoping and onboarding calls, help sellers along their onboarding journey by delivering tailored, necessary training content, and support sellers after they begin transacting with Square
• Learn and maintain a strong understanding of relevant product features and releases
• Execute onboarding best practices consistently while escalating complex product or technical needs.
• Balance the needs of numerous (20-30) sellers at any given time, ensuring successful completion of each onboarding engagement

Project / Process Execution (Estimated 20% of work)

• Identify issues or blockers that could affect a seller's onboarding experience or go-live date, and escalate appropriately to senior team members or cross-functional partners.
• Contribute to improvements in onboarding processes by documenting gaps, proposing refinements, and sharing observations from seller engagements.
• Maintain clear, proactive communication with assigned sellers and demonstrate the ability to maintain an onboarding tracker with key milestones, target dates, and next steps to keep sellers informed and on track for go-live.
• Help sellers understand and complete the steps required for launch, following up on outstanding needs and confirming readiness ahead of their target go-live date.
• Use AI to improve the seller experience and automate or enhance internal processes.

Team Collaboration & Skill Development (Estimated 10% of work)

• Share best practices with peers and contribute to a positive team culture.
• Take ownership of keeping product knowledge current, including new features, updates, and known limitations, to provide sellers with accurate guidance.
• Support team knowledge areas (POS, Online, integrations) by developing product expertise and serving as a go-to resource for standard questions.
• Participate in internal meetings, training, roadmap updates, and optimization discussions to build broader product and organizational understanding.
• Escalate product, process, or policy issues clearly and promptly to senior teammates and product teams; assist in resolving routine internal or client concerns.
• Demonstrate reliability and consistency in onboarding execution while learning to manage more complex workflows.
• Comfortable working in a high-volume, high-tempo, customer-focused onboarding environment.

You Have (Qualifications):

• 24+ years of experience in onboarding, implementation, operations, or account management customer support, customer success; relevant industry experience (restaurant, services, retail) is a plus.
• Demonstrated strong performance and consistency in onboarding work (metrics, CSAT, responsiveness, quality).
• Experience managing multiple onboarding projects simultaneously with reliable delivery.
• Excellent written and verbal communication skills; professionalism in client and stakeholder interactions.
• Proactive attitude and eagerness to learn; ability to apply feedback quickly.
• Strong time-management and organizational skills.
• Comfort operating through change and ambiguity with appropriate support.
• Familiarity with project management practices.
• Basic understanding of data analysis or reporting tools (Looker, Salesforce, etc.) is a plus.
• Strong understanding and consistent usage of AI tools and platforms

Perks

At Square, we want you to be well and thrive. Our global benefits package includes:

• Healthcare coverage
• Retirement Plans
• Work from home flexibility
• Employee Stock Purchase Program
• Wellness perks
• Paid parental leave
• Paid time off
• Learning and Development resources

We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build a workplace that is fair and square? Check out our I+D page.

While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

Zone A:$42.15 $63.23 USD Zone B: $39.23 $58.85 USD Zone C:$35.85 $53.77 USD Zone D:$31.66 $47.48 USD

Application Guidelines

Candidates may submit up to 9 active applications within a 60-day period. Reapplications to the same role are accepted 90 days after a previous application has been reviewed.

Use of AI in Our Hiring Process

We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws.

Contact us here with hiring practice or data usage questions.

Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.

Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we're helping build a financial system that is open to everyone.

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