Bilingual Customer Success Advocate

Block, Inc.; Orlando (FL); On-site; USD 45,000 - 60,000; Full time

Job summary

A leading company is seeking a bilingual Customer Success Advocate to support sellers in the business financing space. This role involves answering inquiries, ensuring data accuracy, and collaborating with teams to enhance customer experience. Ideal candidates are data-driven and passionate about helping businesses succeed.

Qualifications

• Fluency in English and Spanish preferred.
• At least 1 year of customer service experience in relevant fields.

Responsibilities

• Answer customer questions regarding loan applications and account information.
• Resolve inquiries via phone and email while maintaining data hygiene.
• Collaborate with cross-functional teams to provide insights.

Skills

Customer Service

Data Integrity

Process Improvement

Job description

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn't work together.

So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we've embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We're building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

The Square Financial Services (SFS) team is looking for a bilingual, data-driven SFS Customer Success Advocate to deliver operational excellence and risk mitigation within the business financing space, with fluency in both English and Spanish.

The SFS team at Square is dedicated to safely providing capital to our customers to help them scale their businesses, with a strong emphasis on data accuracy, compliance, and operational integrity. The Operations team within SFS ensures a seamless, insight-driven experience for our Sellers — and you will serve as the first level of support to drive that experience forward.

You will support Square Sellers with Square Loans inquiries, becoming a subject matter expert across all SFS and Square Loans touchpoints. Through your proximity to customer interactions, you will gather critical insights, identify patterns, and proactively recommend improvements to drive better outcomes for both Sellers and the business.

You are energized by helping businesses succeed and finding scalable, data-backed solutions to manage risk while elevating the customer journey. Successful advocates quickly become experts in Square Loans operations and have the opportunity to influence product development, operational enhancements, and customer experience strategy.

You Will

• Answer customer questions regarding business documents, loan applications, and account information in both English and Spanish, ensuring accurate and complete data capture.
• Resolve customer inquiries by phone and email using a CRM tool, while maintaining high data hygiene standards for downstream analytics and reporting.
• Navigate escalation paths using customer lifecycle data to assess needs and risks, ensuring the right actions are taken at the right time.
• Maintain or exceed established service level agreements for inquiry resolution, emphasizing precision, compliance, and risk mitigation to protect revenue and customer trust.
• Identify, document, and escalate product issues, trends, and operational gaps, delivering actionable feedback to cross-functional teams to support continuous improvement.
• Participate in ongoing training to maintain knowledge of BSA/AML compliance, ensuring all interactions and casework meet regulatory standards.
• Collaborate cross-functionally with Risk, Operations, Product, and Compliance teams to provide data-driven insights and advocate for Seller-focused solutions.
• Work effectively within a remote, distributed team environment, using internal messaging tools and video calls to ensure clear, consistent, and actionable communication.

Qualifications

• Fluency in written and verbal English and Spanish (preferred).
• At least 1 year of customer service experience in a financial institution, fintech, payment provider, or data-driven tech company (preferred).
• A strong interest in process improvement, operational efficiency, and data integrity to optimize customer support and business outcomes.
• Enjoyment in collaborating across teams to design scalable, insight-driven solutions for emerging business needs.
• Desire to implement feedback and quickly iterate on changes that enhance operational performance and customer satisfaction.
• A passion for Square's mission and for supporting Sellers through a combination of customer empathy, data insights, and operational excellence.

We are committed to building a more inclusive economy where our customers have equal access to opportunity, and we strive to reflect these values in our workplace. Block is an equal opportunity employer, evaluating all employees and job applicants without regard to identity or any legally protected class. We consider qualified applicants with arrest or conviction records for employment in accordance with applicable laws. We are dedicated to providing a fair and inclusive interview process, including reasonable accommodations for disabled applicants. Please share any needed accommodations with your recruiter, who will handle these requests confidentially.