This role sits within Square’s Strategic Sales and Account Management team, focusing on providing high-touch support to the company’s highest-value sellers in the EU market (and secondarily the UK). This is a mid-level client-facing role that requires both technical knowledge and strong relationship management skills.

Key responsibilities:

• Serve as the first line of support for high-value sellers via phone, email, and video meetings.

• Track, prioritize, and drive resolution of complex issues, often collaborating with engineering and product teams.

• Build strong relationships with multiple senior stakeholders across enterprise accounts, including finance, operations, executives, and technical teams.

• Identify, document, and escalate product bugs and feature requests, taking ownership of issues end-to-end.

• Analyse trends in customer issues to suggest process, product, or policy improvements.

• Collaborate closely with Strategic Account Managers to ensure the growth and success of up-market sellers.

Requirements

• Languages: Bilingual in English and Spanish; French is a bonus.

• Experience: 2–3+ years in customer service, account management, or implementation roles.

• Knowledge:
  Square’s products and features across global markets.
  UK, IE, ES, and/or FR seller support context.
  Payment regulations and compliance requirements in Europe.

• Skills: Strong organisational, analytical, communication, and time-management abilities.

• Attributes: Growth mindset, resilience in ambiguity, curiosity, and ability to customise support for enterprise sellers.

Nice-to-haves:

• Experience managing complex projects, ON-CALL tickets to product & engineering teams, payment gateway integrations, APIs, fraud, compliance, hardware, or networking.

• Experience in FinTech or payments industry.

• SQL and data analysis experience.