Job Overview
Location
Melbourne, Australia
Job Type
Full-time
Category
Product Management
Date Posted
June 22, 2026
Full Job Description
đź“‹ Description
- • Serve as the primary point of contact for support needs of Square’s highest-value sellers in the Australian market, responding via phone, email, and Google Meets.
- • Act as the first line of defence for technical and operational issues affecting strategic accounts, ensuring rapid triage and resolution.
- • Continuously track, prioritize, and drive resolution of critical issues for enterprise-scale sellers with complex operations and integrations.
- • Collaborate cross-functionally with engineering, product, implementation, sales, and support teams to resolve escalated issues and improve seller outcomes.
- • Identify, document, and escalate product bugs and feature requests directly to engineering teams, owning customer issues from identification to resolution.
- • Build and maintain strong relationships with key stakeholders at large enterprises, including operations, finance, executive leadership, and technical teams.
- • Communicate timely updates, product changes, and incident resolutions to both internal stakeholders and external seller contacts.
- • Analyze recurring customer issues and trends to recommend process, policy, or product improvements that enhance the experience for up-market sellers.
- • Work closely with Strategic Account Managers to align support efforts with seller growth goals and business outcomes.
- • Customize support experiences to meet the unique needs of individual high-value sellers, delivering a white-glove service model.
- • Maintain deep knowledge of Square’s first-party products and their feature parity across global markets to provide accurate, context-rich guidance.
- • Apply understanding of Australian payment regulations and compliance requirements to advise sellers on regulatory alignment and risk mitigation.
- • Demonstrate exceptional organizational, analytical, written, and verbal communication skills in high-pressure, fast-paced environments.
- • Exhibit superb attention to detail and strong time-management abilities while juggling multiple high-priority accounts and issues.
- • Embrace ambiguity and remain resilient when responding to rapid product changes, shifting priorities, or evolving seller needs.
- • Foster a growth mindset by actively seeking feedback, learning from customer interactions, and continuously improving support practices.
- • Demonstrate genuine curiosity about technology, business models, and customer challenges, inspiring confidence and trust in seller relationships.
🎯 Requirements
- • Minimum of 2-3 years customer service, implementation, or account management experience
- • Deep understanding of all of Square’s first-party products and feature parity across global markets
- • Experience supporting sellers in Australia
- • Knowledge of Australian payment regulations and compliance requirements
- • Strong organisational, analytical, written, and verbal communication skills (technical skills highly regarded)
- • Ability to customise the support experience to the needs of individual high-value sellers
🏖️ Benefits
- • Remote work options
- • Medical insurance
- • Flexible time off
- • Retirement savings plans
- • Modern family planning benefits
- • Access to comprehensive employee benefits outlined on Block’s official benefits page
Skills & Technologies
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About Block, Inc.
Block, Inc. builds financial technology and commerce tools for businesses and consumers. Its ecosystem spans Square point-of-sale systems, Cash App peer-to-peer payments, Afterpay buy-now-pay-later services, and Bitcoin-focused initiatives including TBD and hardware wallets. Operating globally, the company offers integrated hardware, software, and banking solutions that enable sellers to accept payments, manage inventory, obtain loans, and sell online, while giving individuals access to digital banking, stock investing, and cryptocurrency services.
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