Bilingual Customer Success Advocate

Square; Orlando (FL); Remote; USD 45,000 - 60,000; Full time

Job summary

A leading company is seeking a Bilingual Customer Success Advocate to ensure operational excellence in business financing. The role involves assisting customers with inquiries in both English and Spanish, focusing on data accuracy and compliance. Join a remote team dedicated to supporting sellers and improving customer experiences.

Qualifications

• Fluency in English and Spanish, both written and verbal.
• At least 1 year of customer service experience in financial or fintech sectors.

Responsibilities

• Assist customers with loan applications and account details in English and Spanish.
• Resolve inquiries via phone and email using CRM tools.
• Collaborate with Risk, Operations, Product, and Compliance teams.

Skills

Bilingual

Customer Service

Data Integrity

Job description

Join to apply for the Bilingual Customer Success Advocate role at Square.

Since our inception in 2009, Square has evolved alongside the changing landscape of commerce. We initially enabled sellers to accept payments seamlessly and have since expanded into software and integrated solutions, including online selling, inventory management, buy now, pay later options, appointment booking, customer engagement, and staff management. Our embedded financial services tools at the point of sale help merchants access loans and manage cash flow efficiently. With Afterpay, we aim to unlock growth and value for sellers, enabling them to compete globally and attract new customers.

We serve a diverse range of sellers, from large enterprises to small startups, and are continuously developing our solutions to support their growth. Our goal is to build a lasting business while empowering sellers worldwide.

The Square Financial Services (SFS) team is seeking a bilingual, data-driven Customer Success Advocate to ensure operational excellence and risk mitigation in business financing, fluent in English and Spanish.

The SFS team is committed to providing safe capital solutions, emphasizing data accuracy, compliance, and operational integrity. As a support first point of contact, you will handle inquiries related to Square Loans, becoming a subject matter expert and providing insights to improve customer experience and operational processes.

You will:

• Assist customers with questions about documents, loan applications, and account details in both English and Spanish, ensuring accurate data collection.
• Resolve inquiries via phone and email using CRM tools, maintaining high data quality standards.
• Use customer data to assess needs and risks, escalating issues as necessary.
• Meet or exceed service standards for inquiry resolution, focusing on accuracy, compliance, and risk management.
• Identify and report product issues and operational gaps, providing feedback for improvements.
• Participate in training on compliance standards to ensure regulatory adherence.
• Collaborate with Risk, Operations, Product, and Compliance teams to advocate for customer-centered solutions.
• Work effectively within a remote team, utilizing internal communication tools for clear interaction.

Qualifications include:

• Fluency in English and Spanish, both written and verbal.
• At least 1 year of customer service experience in financial or fintech sectors (preferred).
• Interest in process improvement, operational efficiency, and data integrity.
• Ability to collaborate across teams to develop scalable solutions.
• Receptiveness to feedback and ability to adapt quickly.
• Passion for Square’s mission and supporting sellers through empathy, data insights, and operational excellence.

We are committed to building an inclusive economy and workplace. We evaluate all candidates without regard to protected characteristics and provide accommodations during the hiring process. Learn more about our efforts on our I+D page.