Square’s Beta Program improves the health of Square products and helps people understand how to use them through both direct support interactions as well as scalable solutions. We work across hardware, mobile, and web to drive down bug counts and shape product direction using customer feedback across 4 main areas:

• Bugs – We collect bug reports through a variety of channels, reproduce them, and then file them to the appropriate product team.

• Feature Requests – We work with product managers to identify blockers to launch, prioritize the roadmap based on customer feedback, and collect requirements and additional information when building requested features.

• FAQ – We use this to assess how intuitive a product is to use. This feedback gets routed to product managers and product marketing for potential product improvement or to our support team so it can be included in product support training at launch.

• Feedback – We use this to categorize all other feedback and gauge the feeling or reaction to the product once being used.

In addition, we support product teams by:
– Working with analytics to identify a target beta merchant list, as well as identify and measure key success metrics to evaluate product/feature performance.
– Supporting user education documentation by collaborating on content and product messaging to be included in webinars, white papers, and other product launch collateral.
– Managing customer support cases on a daily basis, which includes verifying cases, analyzing data, isolating and diagnosing the problem, and resolving the issue where possible.
– Collaborating with Product Marketing, Product, and Engineering in supporting customer visits, product demonstrations, design reviews, and customer training programs.
– Analyzing and monitoring key user and operational metrics to help drive improvements to our product and support offerings.