Bilingual Implementation Specialist

Block; Oregon; Hybrid; USD 54,000 - 80,000; Full time

Benefits offered by this job

Healthcare coverage

Retirement Plans

Work from home flexibility

Employee Stock Purchase Program

Wellness perks

Paid parental leave

Paid time off

Learning and Development resources

Job summary

Block is seeking a Seller Onboarding Expert - L3 (IC) to guide sellers through onboarding and implementation, ensuring rapid, confident adoption of Square’s products. You will lead onboarding calls, tailor training, and support sellers after they begin transacting, using AI tools to improve workflows.

The role emphasizes handling 20–30 sellers, maintaining clear communication, and continuously updating product knowledge with cross-functional teams to drive successful go-lives and scale up-market.

Qualifications

• 2–4+ years in onboarding, implementation, operations, or account management/customer support.
• Experience managing multiple onboarding projects simultaneously with reliable delivery.
• Excellent written and verbal communication; professional interactions with clients and stakeholders.
• Proactive attitude, eagerness to learn, ability to apply feedback quickly.

Responsibilities

• Guide sellers through onboarding and implementation to enable rapid use of Square’s products.
• Lead seller onboarding calls, deliver tailored training content, and support post-onboarding activities.
• Maintain product knowledge and communicate updates to sellers.
• Identify blockers, document gaps, and propose process improvements.

Skills

Onboarding

Customer success

Account management

Time management

Communication

Project management

Adaptability

AI tools usage

Data analysis basics

Tools

Looker

Salesforce

Job description

Seller Onboarding Expert - L3 (IC)

The Global Seller Onboarding team works directly with sellers and internal teams to ensure they are able to take full advantage of Square's products and services. Global Seller Onboarding Specialists work closely with teams within Sales & Account Management as well as Product Specialists and Product Marketing Managers to deliver a seamless and exceptional merchant experience and give key input into the product roadmaps for customer-facing developer products. Additionally, Global Seller Onboarding Specialists play a key role in merchant discovery and lead the final stages of the sale, working with Square's upmarket sellers and cross-functional teams to successfully implement and activate new accounts. Square initially pioneered the simple self-service model to enable small businesses to take a payment. Now, we aspire to expand that same seamless experience up-market. This position will play a pivotal role in establishing seller success needed for us to drive growth, retention, and scale our services up-market. We're working to find new and better ways to help businesses succeed on their own terms—and we're looking for people like you to help shape tomorrow at Square.

Strategic Onboarding & Education (Estimated 70% of work)

• Guide sellers (customers) to start transacting with Square quickly and with confidence, delivering high-quality onboarding and implementation experiences for Square's SMB and mid-market sellers
• Lead seller-facing scoping and onboarding calls, help sellers along their onboarding journey by delivering tailored, necessary training content, and support sellers after they begin transacting with Square
• Learn and maintain a strong understanding of relevant product features and releases
• Execute onboarding best practices consistently while escalating complex product or technical needs.
• Balance the needs of numerous (20-30) sellers at any given time, ensuring successful completion of each onboarding engagement

Project / Process Execution (Estimated 20% of work)

• Identify issues or blockers that could affect a seller's onboarding experience or go-live date, and elevate appropriately to senior team members or cross-functional partners.
• Contribute to improvements in onboarding processes by documenting gaps, proposing refinements, and sharing observations from seller engagements.
• Maintain clear, proactive communication with assigned sellers and demonstrate the ability to maintain an onboarding tracker with key milestones, target dates, and next steps to keep sellers informed and on track for go-live.
• Help sellers understand and complete the steps required for launch, following up on outstanding needs and confirming readiness ahead of their target go-live date.
• Use AI to improve the seller experience and automate or enhance internal processes.

Team Collaboration & Skill Development (Estimated 10% of work)

• Share best practices with peers and contribute to a positive team culture.
• Take ownership of keeping product knowledge current, including new features, updates, and known limitations, to provide sellers with accurate guidance.
• Support team knowledge areas (POS, Online, integrations) by developing product expertise and serving as a go-to resource for standard questions.
• Participate in internal meetings, training, roadmap updates, and optimization discussions to build broader product and organizational understanding.
• Escalate product, process, or policy issues clearly and promptly to senior teammates and product teams; assist in resolving routine internal or client concerns.
• Demonstrate reliability and consistency in onboarding execution while learning to manage more complex workflows.
• Comfortable working in a high-volume, high-tempo, customer-focused onboarding environment.

You Have (Qualifications)

• Full language proficiency in English and any second language, preferably Spanish
• 2-4+ years of experience in onboarding, implementation, operations, or account management customer support, customer success; relevant industry experience (restaurant, services, retail) is a plus.
• Demonstrated strong performance and consistency in onboarding work (metrics, CSAT, responsiveness, quality).
• Experience managing multiple onboarding projects simultaneously with reliable delivery.
• Excellent written and verbal communication skills; professionalism in client and stakeholder interactions.
• Proactive attitude and eagerness to learn; 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.
• Basic understanding of data analysis or reporting tools (Looker, Salesforce, etc.) is a plus.
• Strong understanding and consistent usage of AI tools and platforms

Perks

• Healthcare coverage
• Retirement Plans
• Work from home flexibility
• Employee Stock Purchase Program
• Wellness perks
• Paid parental leave
• Paid time off
• Learning and Development resources

We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances. We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible.

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future. To find a location's zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information. Zone A: $42.15-$63.23 USD Zone B: $39.23-$58.85 USD Zone C: $35.85-$53.77 USD Zone D: $31.66-$47.48 USD