Implementation Specialist

Block•Seattle, WA

4h•$32 - $63

About The Position

The Global Seller Onboarding team works directly with sellers and internal teams to help sellers make full use of Square products and services. Specialists partner with Sales & Account Management, Product Specialists, Product Marketing Managers, and other cross-functional teams to deliver a seamless merchant experience, provide input into customer-facing developer product roadmaps, and support merchant discovery and the final stages of sales. This role helps implement and activate new accounts, supporting seller success, growth, retention, and expansion of Square’s services up-market. The Seller Onboarding Expert (L3, individual contributor) guides Square SMB and mid-market sellers through onboarding, implementation, education, and activation. The specialist manages seller engagements from scoping through launch and early post-launch support, provides tailored training, tracks milestones and readiness, and escalates complex product or technical needs. The role also contributes to onboarding process improvements, maintains current product knowledge, collaborates with teammates and cross-functional partners, and uses AI to improve seller experiences and internal processes. Work is conducted in a high-volume, high-tempo, customer-focused onboarding environment.

Requirements

2–4+ years of experience in onboarding, implementation, operations, account management, customer support, or customer success.
Demonstrated strong performance and consistency in onboarding work, including metrics, CSAT, responsiveness, or quality.
Experience managing multiple onboarding projects simultaneously with reliable delivery.
Excellent written and verbal communication skills and professionalism in interactions with clients and stakeholders.
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 usage of AI tools and platforms.

Nice To Haves

Relevant industry experience in restaurants, services, or retail.
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 a strong understanding of relevant product features, releases, and limitations.
Apply onboarding best practices and escalate complex product or technical needs.
Manage a portfolio of approximately 20–30 sellers at a time and ensure onboarding engagements are completed successfully.
Identify onboarding issues or blockers that could affect seller experience or go-live dates, and escalate them to senior team members or cross-functional partners.
Document process gaps, propose onboarding refinements, and share observations from seller engagements.
Communicate proactively with assigned sellers and maintain 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 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 and develop expertise in POS, online, and integrations to serve 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, and assist with routine internal or client concerns.
Execute onboarding reliably and consistently while learning to manage more complex workflows.