Learning Specialist

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 Role

Our team delivers global learning solutions and performance support to CS internal employees and Partner teams, both direct and non-direct. We manage learning program delivery for products and services across the Square ecosystem and monitor learner performance to ensure that team members helping our customers are equipped with the skills and knowledge they need to be successful in their role.

As the Learning Specialist, you will deliver a broad range of learning solutions to support and positively impact performance in Customer Success. This includes coaching, facilitation of classroom material, and contribution to the design of training material. You are relied upon to lead learning sessions that impact performance in Customer Success and for creating a learner centric environment.

You will have the opportunity to partner with multiple teams on learning solutions, including needs analysis, content development, delivery, and evaluation of learning solutions.

You will be based in Melbourne, VIC (hybrid working arrangements) and report to the Global Learning & Performance Lead.

You Will

• Develop soft skills and technical knowledge to drive a higher level of performance
• Own and support the learner experience from new hire or upskill training through performance support period
• Deliver engaging, interactive training to adult learners through new hire and/or upskill training programs
• Measure learning experience and performance outcomes during and after training, in partnership with critical stakeholders like CS leadership and QA, to identify opportunities with training programs, advocate performance and advocate workflows
• Support a full range of stakeholder and learner needs: coaching, facilitation, and content creation to maintain new and existing training courses
• Be a thought partner and provide mentorship support to junior team members (e.g. classroom observations and feedback, guidance on projects, etc)
• Act as functional leader for newly hired team members assigned to your program. You will track and document performance according to required metrics, as well as have corresponding performance coaching conversations as required
• Support advocates during and after classroom training through training delivery and various engagement mechanisms such as weekly 1:1s, real-time coaching, call monitoring, and auditing at development of new associates to strive towards exceeding performance expectations
• Measure post-training performance gaps to identify opportunities for continuous improvement with an emphasis on achieving performance results.
• Responsible for the learning system and Coda tracking of learning programs and projects
• Partner with learning design team as needed on new initiatives, content development and material updates
• Work on short term project initiatives which can include but not limited to: LMS migration, process change requests and process documentation

You Have

• 2+ years of experience in financial services, technology and/or Customer Success role
• 3+ years of experience in learning delivery, mentoring and/or performance coaching
• Regarded as a leader and mentor on the team
• Demonstrate desire to grow in the Learning and Development space, up to and including instructional design methods and learning strategy

• Strong public speaking skills
• Experience training and facilitating groups of people in remote environments
• Strong teaching and coaching skills, and a desire to see others succeed
• Partner cross functionally and globally
• Effectively manage time and take initiative as issues arise

Additional (Nice to Have) Qualifications:

• Experience supporting multiple lines of business/functions/verticals
• Fluent in sales methodologies and how to apply them to customer interactions
• Expert on Customer Success systems, processes and policy
• Proficiency with Google apps, JIRA, Salesforce

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, without regard to identity or other 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.

Block is a globally distributed company and this role will require working with other employees in multiple time zones. You may be required to perform work outside of normal business as part of this role.