Bilingual Implementation Specialist

This is a fully remote position, open to applicants in California.

📋 Description

• Assist sellers in initiating transactions with Square swiftly and confidently.

• Provide exceptional onboarding and implementation experiences for SMB and mid-market sellers.

• Conduct onboarding calls and scope discussions with sellers.

• Create customized training content and offer support to sellers post-launch.

• Maintain an in-depth understanding of relevant product features and updates.

• Implement onboarding best practices and address complex product or technical issues as needed.

• Oversee 20–30 sellers at once, ensuring each onboarding engagement is successfully completed.

• Identify obstacles in onboarding and escalate them to senior team members or cross-functional partners.

• Document any process gaps, suggest improvements, and share insights from seller interactions.

• Keep proactive communication with sellers and maintain onboarding trackers detailing milestones, target dates, and next steps.

• Assist sellers in fulfilling launch requirements and verifying readiness prior to go-live.

• Utilize AI to enhance the seller experience and streamline internal operations.

• Share best practices with colleagues and contribute positively to team culture.

• Stay updated with product knowledge and support areas related to POS, Online, and integrations.

• Engage in internal meetings, training sessions, roadmap updates, and discussions on optimization.

• Address product, process, or policy issues and aid with standard internal or client inquiries.

⛳️ Requirements

• Full proficiency in English and an additional language, preferably Spanish.

• 2–4+ years of experience in onboarding, implementation, operations, account management, customer support, or customer success.

• Relevant industry experience in restaurant, services, or retail is highly desirable.

• Proven track record of strong performance and consistency in onboarding tasks, including metrics, CSAT, responsiveness, and quality.

• Experience in managing multiple onboarding projects at once with dependable delivery.

• Exceptional written and verbal communication skills.

• Professional demeanor in interactions with clients and stakeholders.

• Proactive mindset and willingness to learn; capability to implement feedback promptly.

• Strong organizational and time-management skills.

• Ability to navigate change and uncertainty with appropriate support.

• Familiarity with project management methodologies.

• Basic knowledge of data analysis or reporting tools such as Looker and Salesforce is advantageous.

• Solid understanding and regular use of AI tools and platforms.

🏝️ Benefits

• Healthcare coverage.

• Retirement Plans.

• Flexibility to work from home.

• Employee Stock Purchase Program.

• Wellness perks.

• Paid parental leave.

• Paid time off.

• Learning and Development resources.

• Remote work options.

• Medical insurance.

• Flexible time off.

• Retirement savings plans.

• Modern family planning options.