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International Digital Engagement Lead

Company 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 s

Company 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.

To solve this problem, we expanded into software and built integrated solutions to help sellers sell online, manage inventory, 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.

Job Description

The Digital Engagement team interacts with Buyers and Sellers through Social Media, Retail Partner & Review Sites (iOS App Store, Best Buy Product Page, TrustPilot etc.) and the Seller Community. We also own the outage communication process whenever we have a service disruption impacting our customers.

As the International Engagement Response Lead, reporting into the U.S Digital Engagement Lead you’ll oversee coaching, training, and developing our frontline Digital Engagement Specialists in our international markets. You’ll optimise our responses, ensuring quality, tone, and style in our work. You will not only lead a team of passionate individuals, but you will also build out a world class operation – optimising all of our digital channels and tracking Key Performance Indicators weekly to deliver an all-world customer experience in our branded digital channels.

You will:

  • Act as a career coach and mentor to all team members with a focus on professional development and upstream thinking.

  • Define KPIs, success metrics and targets for our international digital engagement programs.

  • Evaluate daily and weekly scheduling and coverage needs, responsibilities, and priorities, distributing the workload evenly across the team.

  • Provide Quality Assurance with response review, ensuring our Brand tone and style guide is followed.

  • Drive improvements in customer satisfaction across digital channels,

  • Drive improvements in our internal processes and strategy.

  • Carry out onboarding and training new hires for processes, tools, products, and services.


You have:

  • 4+ years work experience in a related field.

  • Demonstrated track record of leadership, ideally across a distributed team.

  • Proven experience contributing to social community ecosystems and service channels, ideally in the customer service space.

  • Superb communication skills, both written and verbal, with an ability to tailor messages for both business and technical audiences.

  • Skills in effectively influencing and collaborating cross-functionally

  • Experience and comfort communicating in the public sphere, on behalf of a well-known, public brand.

  • Experience and comfort delivering constructive coaching and feedback

  • A proactive nature and a high degree of motivation to go above and beyond to meet the needs of our buyers and sellers.

  • A creative and considered approach to problem solving — you must consider context and potential implications before simply following an established process.

Additional Information

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 a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, based solely on the core competencies required of the role at hand, and without regard to any legally protected class.

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. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page.


We want you to be well and thrive. Our global benefits package includes:

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

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

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