SFS Customer Success Advocate

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 Square Financial Services (SFS) team is looking for a bilingual, data-driven SFS Customer Success Advocate to deliver operational excellence and risk mitigation within the business financing space, with fluency in both English and Spanish.
The SFS team at Square is dedicated to safely providing capital to our customers to help them scale their businesses, with a strong emphasis on data accuracy, compliance, and operational integrity. The Operations team within SFS ensures a seamless, insight-driven experience for our Sellers - and you will serve as the first level of support to drive that experience forward.
You will support Square Sellers with Square Loans inquiries, becoming a subject matter expert across all SFS and Square Loans touchpoints. Through your proximity to customer interactions, you will gather critical insights, identify patterns, and proactively recommend improvements to drive better outcomes for both Sellers and the business.
You are energized by helping businesses succeed and finding scalable, data-backed solutions to manage risk while elevating the customer journey. Successful advocates quickly become experts in Square Loans operations and have the opportunity to influence product development, operational enhancements, and customer experience strategy.
You Will

• Answer customer questions regarding business documents, loan applications, and account information in both English and Spanish, ensuring accurate and complete data capture.
• Resolve customer inquiries by phone and email using a CRM tool, while maintaining high data hygiene standards for downstream analytics and reporting.
• Navigate escalation paths using customer lifecycle data to assess needs and risks, ensuring the right actions are taken at the right time.
• Maintain or exceed established service level agreements for inquiry resolution, emphasizing precision, compliance, and risk mitigation to protect revenue and customer trust.
• Identify, document, and escalate product issues, trends, and operational gaps, delivering actionable feedback to cross-functional teams to support continuous improvement.
• Participate in ongoing training to maintain knowledge of BSA/AML compliance, ensuring all interactions and casework meet regulatory standards.
• Collaborate cross-functionally with Risk, Operations, Product, and Compliance teams to provide data-driven insights and advocate for Seller-focused solutions.
• Work effectively within a remote, distributed team environment, using internal messaging tools and video calls to ensure clear, consistent, and actionable communication.

Qualifications
You have:

• Written and verbal fluency in English and Spanish (preferred).
• 1+ years of customer service experience in a financial institution, fintech, payment provider, or data-driven tech company (preferred).
• A strong interest in process improvement, operational efficiency, and data integrity to optimize customer support and business outcomes.
• Enjoyment in collaborating across teams to design scalable, insight-driven solutions for emerging business needs.
• Desire to implement feedback and quickly iterate on changes that enhance operational performance and customer satisfaction.
• A passion for Square's mission and for supporting Sellers through a combination of customer empathy, data insights, and operational excellence.

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 .
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.
To find a location's zone designation, please refer to this resource . If a location of interest is not listed, please speak with a recruiter for additional information.
Zone A:
$30.29 - $45.48 USD
Zone B:
$28.17 - $42.31 USD
Zone C:
$25.77 - $38.65 USD
Zone D:
$22.74 - $34.09 USD
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.