Implementation Specialist

Block•Bay Area, CA, United States of America, CA

3h•$32 - $63

About The Position

The Global Seller Onboarding team works directly with sellers and internal teams to help sellers take full advantage of Square products and services. The Implementation Specialist works with Sales and Account Management teams, Product Specialists, and Product Marketing Managers to deliver a seamless merchant experience, contribute input to customer-facing developer product roadmaps, support merchant discovery, and lead the final stages of sales for upmarket sellers. The role helps implement and activate new accounts and establish seller success to support growth, retention, and scale. The work is primarily focused on strategic onboarding and education. The specialist guides SMB and mid-market sellers through onboarding, leads seller-facing scoping and onboarding calls, provides tailored training, and supports sellers after they begin transacting. The role also manages onboarding execution and communications, identifies and escalates blockers, contributes to process improvements, uses AI to improve seller experiences and internal processes, and develops product expertise in areas such as POS, online services, and integrations. The position operates in a high-volume, high-tempo, customer-focused environment, balancing approximately 20–30 sellers at a time.

Requirements

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, or 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 begin transacting with Square quickly and confidently.
Lead seller-facing scoping and onboarding calls, provide tailored training, and support sellers after they begin transacting.
Maintain knowledge of relevant product features, releases, and limitations; consistently apply onboarding best practices and escalate complex product or technical needs.
Manage onboarding engagements for approximately 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 onboarding process refinements, and share observations from seller engagements.
Maintain proactive communication with assigned sellers and track milestones, target dates, and next steps to keep onboarding on track.
Help sellers complete launch requirements, follow up on outstanding needs, and confirm readiness before their target go-live date.
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.
Develop product expertise in POS, online services, and integrations, and serve as a resource for standard questions.
Participate in internal meetings, training, roadmap updates, and optimization discussions.
Clearly and promptly escalate product, process, or policy issues; assist with routine internal or client concerns.
Deliver onboarding consistently and reliably while learning to manage more complex workflows.