Bilingual Implementation Specialist

Block•Los Angeles, CA

9d•$32 - $63

About The Position

The Bilingual Implementation Specialist works on Square’s Global Seller Onboarding team, partnering with sellers and internal teams to help merchants use Square’s products and services. The role collaborates with Sales & Account Management, Product Specialists, and Product Marketing Managers to deliver a strong merchant experience, contribute customer insights to product roadmaps, support merchant discovery, and help lead the final stages of sales through implementation and account activation. The role guides SMB and mid-market sellers through onboarding so they can begin transacting quickly and confidently. It leads seller-facing scoping and onboarding calls, delivers tailored training, supports sellers after launch, and maintains current knowledge of relevant product features and releases. The specialist manages a portfolio of approximately 20–30 sellers, tracks onboarding milestones and launch readiness, communicates proactively, and escalates complex technical or product needs. The position also contributes to process improvements, shares observations from seller engagements, and uses AI to improve seller experiences and internal processes. It supports peer learning and team knowledge in areas such as POS, online services, and integrations, while developing expertise and learning to manage increasingly complex workflows in a high-volume, customer-focused environment.

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 working through change and ambiguity with appropriate support.
Familiarity with project management practices.
Strong understanding and consistent use of AI tools and platforms.

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 so they can start transacting with Square quickly and confidently.
Lead seller-facing scoping and onboarding calls, provide tailored training, and support sellers after they begin transacting.
Maintain a strong understanding of relevant product features, releases, and known limitations.
Apply onboarding best practices and escalate complex product or technical needs.
Manage onboarding engagements for approximately 20–30 sellers at a time.
Identify onboarding blockers or issues 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 communication and an onboarding tracker with 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 seller experiences and automate or enhance internal processes.
Share best practices with peers and contribute to a positive team culture.
Keep product knowledge current and support team knowledge areas such as POS, online, and integrations.
Participate in internal meetings, training, roadmap updates, and optimization discussions.
Escalate product, process, or policy issues clearly and promptly, and assist with routine internal or client concerns.
Deliver onboarding consistently while developing the ability to manage more complex workflows.