Bilingual Implementation Specialist

Block•Los Angeles, CA

About The Position

The Global Seller Onboarding team works directly with sellers and internal teams to help sellers make full use of Square’s products and services. The team partners with Sales & Account Management, Product Specialists, and Product Marketing Managers to provide a seamless merchant experience, contribute input to customer-facing developer product roadmaps, support merchant discovery, and lead the final stages of sales and implementation for upmarket sellers. This role guides Square SMB and mid-market sellers through onboarding and implementation so they can begin transacting quickly and confidently. It includes leading seller-facing scoping and onboarding calls, providing tailored training, supporting sellers after they begin transacting, and balancing multiple onboarding engagements. The role also helps identify and escalate blockers, maintain onboarding trackers and communications, improve processes, use AI to enhance seller and internal experiences, and build product expertise while collaborating with teammates.

Requirements

Full language proficiency in English and a second language; Spanish is preferred.
2–4+ years of experience in onboarding, implementation, operations, account management, customer support, or customer success.
Demonstrated strong and consistent onboarding performance, including metrics, CSAT, responsiveness, and quality.
Experience managing multiple onboarding projects simultaneously and delivering reliably.
Excellent written and verbal communication skills and professionalism in client and stakeholder interactions.
Proactive attitude, eagerness to learn, and ability to apply feedback quickly.
Strong time-management and organizational skills.
Comfort operating through change and ambiguity with appropriate support.
Familiarity with project management practices.
Strong understanding and consistent use of AI tools and platforms.
Ability to work in a high-volume, high-tempo, customer-focused onboarding environment.

Nice To Haves

Relevant experience in the restaurant, services, or retail industries.
Basic understanding of data analysis or reporting tools such as Looker or Salesforce.

Responsibilities

Guide SMB and mid-market sellers through onboarding and implementation so they can begin transacting quickly and confidently.
Lead seller-facing scoping and onboarding calls, deliver tailored training, and support sellers after they begin transacting.
Maintain knowledge of relevant product features and releases, and apply onboarding best practices consistently.
Manage multiple seller onboarding engagements, typically balancing 20–30 sellers at a time.
Identify onboarding issues or blockers that could affect the seller experience or go-live date and escalate them to senior team members or cross-functional partners.
Document process gaps, propose refinements, and share observations from seller engagements to improve onboarding processes.
Maintain proactive seller communications and onboarding trackers covering milestones, target dates, and next steps.
Help sellers complete launch requirements, follow up on outstanding needs, and confirm readiness before target go-live dates.
Use AI to improve the seller experience and automate or enhance internal processes.
Share best practices with peers and contribute to a positive team culture.
Keep product knowledge current, including features, updates, and known limitations.
Develop expertise in POS, Online, and integrations, serving as a resource for standard questions.
Participate in internal meetings, training, roadmap updates, and optimization discussions.
Escalate product, process, or policy issues clearly and promptly; assist with routine internal or client concerns.
Deliver onboarding reliably and consistently while developing the ability to manage more complex workflows.