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 onboarding and implementation experiences for small to medium-sized businesses and mid-market sellers.

• Conduct seller-facing scoping and onboarding calls.

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

• Maintain a comprehensive understanding of relevant product features and updates.

• Implement onboarding best practices and address complex product or technical requirements.

• Oversee 20–30 sellers at the same time.

• Identify and escalate onboarding obstacles as needed.

• Enhance onboarding processes by documenting gaps and suggesting improvements.

• Keep onboarding trackers updated with milestones, target deadlines, and next steps.

• Assist sellers in fulfilling launch prerequisites and confirm their readiness for go-live.

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

• Share best practices with colleagues.

• Stay current with product knowledge and support areas including POS, online services, and integrations.

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

• Raise issues related to product, process, or policies and help address routine concerns.

⛳️ Requirements

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

• Relevant industry experience (such as in restaurants, services, or retail) is advantageous.

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

• Capable of managing multiple onboarding projects simultaneously with dependable results.

• Exceptional written and verbal communication skills.

• Professional demeanor when interacting with clients and stakeholders.

• Proactive mindset and a desire to learn.

• Ability to quickly incorporate feedback.

• Strong time management and organizational abilities.

• Comfortable navigating change and ambiguity with appropriate support.

• Familiarity with project management methodologies.

• Basic knowledge of data analysis or reporting tools like Looker and Salesforce is a plus.

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

🏝️ Benefits

• Healthcare coverage.

• Retirement Plans.

• Work from home flexibility.

• 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 benefits.