Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams — People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more — provide support at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new projects, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block.
The Role
You like to keep accurate with your actions, be brave with your decisions, do the right thing for all your stakeholders and shape the future with excitement. In this important role, you will report to our regional Lead, TAM.
You Will
* Be a primary technical contact for merchants and partners based in China, driving the technical relationships with merchant and agency partners.
* Identify, diagnose and resolve critical technical issues in a professional manner.
* Work with Account Management and other merchant-facing teams to ensure seamless operational support and satisfaction for our merchant and agency partners.
* Foster long-term user relationships that grow loyalty to Cash Commerce products.
* Provide education to merchant partners, agency partners and internal teams on new and existing features.
* Produce accurate status updates for support tickets that provide a balanced clarity of detail.
* Document challenges and blockers encountered to further share your insights with other technical account managers in stand-ups and status check-in calls.
* Lead the end-to-end macro-level delivery of all in-store and online self-serve integrations.
* Oversee integration health monitoring, conduct root-cause analyses, and implement proactive measures to prevent future issues.
* Work with Product, Engineering, and other departments to create technical and operational enhancements for the merchant experience.
* Guide new features and product adoption with merchant partners, including betas and pilots.
* Manage and communicate with different stakeholders, centralising information from diverse sources to refine processes.
* Set and manage expectations with senior leadership for important merchant accounts regarding critical incidents and project developments.
* Lead new product life cycles together with engineering teams to facilitate merchant partner adoption, including technical documentation review, merchant/partner feedback, future deployments and product improvement and evaluation.
* Manage incidents with efficiency, conducting in-depth internal investigations to identify causes and develop technical uplift mitigation strategies.
* Promote the best incident support for merchants and partners globally with on-call coverage.
* Create and distribute merchant-facing content to clarify common issues and promote problem-solving.
You Have
Like us, you'll be committed to delivering positive outcomes for customers and passionate about shaping the future of Afterpay and Cash App. You like to keep accurate with your actions, be brave with your decisions, do the right thing for all your partners and shape the future with excitement.
You'll have experience in and be passionate about:
* Fluency in reading and writing business level Mandarin and English.
* E-commerce, including Payments, Order Management and Reporting systems.
* APIs and able to explain API concepts to Cash Commerce's largest and most technical customers.
* SQL and comfortable building basic queries and modifying more complex ones.
* Interpret logs using software such as Datadog, SumoLogic.
* Energised by technical troubleshooting and comfortable working with technical and non-technical teams.
* Prioritise and respond to enquiries from multiple merchant partners on a variety of technical issues.
* Stakeholder management and communicating complex concepts to both technical and non-technical audiences.
* Experience in successful project management and operational management (support items, troubleshooting, service delivery).
* Experience in a multi-project B2B environment.
* Excited about solving technical issues for our merchants with a combination of technology.
* Experience in problem-solving and issue resolution, including information collection, directing and leading troubleshooting, decision-making and stakeholder communication.
* Exposure to e-commerce, POS, ERP, CMS or reporting.
* Familiarity with platform management processes – environments, testing, release management, deployments.
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