Implementation Specialist

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

📋 Description

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

• Provide exceptional onboarding and implementation experiences for small to medium-sized businesses (SMB) and mid-market sellers.

• Conduct seller-facing scoping and onboarding discussions.

• Offer customized training materials and support sellers after they commence transactions.

• Maintain a thorough understanding of pertinent product features and updates.

• Implement onboarding best practices and escalate complex product or technical issues.

• Oversee 20–30 sellers simultaneously and ensure the successful completion of each onboarding process.

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

• Enhance onboarding procedures by documenting shortcomings, suggesting improvements, and sharing observations from seller engagement.

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

• Assist sellers in fulfilling launch requirements and confirming readiness prior to going live.

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

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

• Stay updated on product knowledge and support areas including Point of Sale (POS), online services, and integrations.

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

• Raise product, process, or policy concerns and help address routine internal or client issues.

• Manage increasingly complex onboarding workflows within a high-volume, customer-centric environment.

⛳️ Requirements

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

• Relevant industry experience in restaurants, services, or retail is advantageous.

• Proven strong performance and consistency in onboarding activities, including metrics, customer satisfaction (CSAT), responsiveness, and quality.

• Experience in managing multiple onboarding projects simultaneously with dependable delivery.

• Excellent written and verbal communication abilities.

• Professional demeanor in client and stakeholder interactions.

• Proactive mindset and a willingness to learn.

• Ability to swiftly incorporate feedback.

• Strong time-management and organizational competencies.

• Comfort in navigating 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 a plus.

• Strong understanding and consistent application 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 resources.