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Working with Hayes

Updated: October 24, 2026

Purpose

This page explains who Hayes is, what he does for you, and how to work with him so he can focus on the installs that need him.

1. Who Is Hayes?

Hayes is Equip's Square Success Manager. He oversees our Square installs, and he builds the training and resources that turn you into a Square expert. Think of him as your install safety net and Square coach, not your Square help desk.

Behind the scenes, Hayes works hand in hand with Travis, our Install Success Manager, who supports him on install process and technical issues. You don't need to loop Travis in on Square. Hayes is your contact.

2. Hayes's Role, in Two Lanes

Lane 1: Square install support

  • Oversees Square installs across the team.
  • Supports you on the day of install. If an install isn't going well, call or text Hayes. That's exactly what he's there for.
  • Handles high-level escalations after you've already gone through Square support (see Customer Support & Escalation) and the issue still isn't solved.
  • Reviews demo equipment requests from reps who aren't trainers, together with Tyisha.
  • Helps make sure installs are set up right from day one, which means fewer support calls for you and the merchant later.

What install support is not: Hayes doesn't do the install for you, and he doesn't do your prep work. Importing inventory and SKUs, building item libraries, and setting up appointments or invoicing all happen before install day, done by you with the guides on the Square Resources page.

Lane 2: Square education

  • Leads a weekly one-hour Square training on tips, features and install know-how. [Day/time TBD]
  • Builds and updates the Square course in Kajabi and the Square Resources explainer pages.
  • Records short Loom walkthroughs and live install footage where Square's own videos fall short or are out of date.
  • Curates the Square University videos in the course for deeper topics like inventory, modifiers, reporting, payroll and marketing.

Got a "Can Square do X?" question? Look it up in the course or Square University, ask your trainer, bring it to the weekly training, or post it in Ask the Team. Please don't text Hayes with it.

3. What to Expect from Hayes on Install Day

  • Install support is for the day of install. Plan for one day. If something runs over, Hayes will help you finish it, but that's the exception, not part of the plan.
  • He's reachable by call or text while you're on site if the install goes sideways.
  • He may be overseeing several installs at once, so he may not pick up the instant you call. Keep working the steps you can while you wait.
  • Covering the install, and the merchant relationship, is still your responsibility.

4. Quick Reference: Do's & Don'ts

Use this as your gut check before reaching out to Hayes.

✓ DO bring to Hayes:

  • An install that's going sideways on install day and you can't resolve it on site
  • A technical issue Square support hasn't solved, once you've called or emailed them and have a case number
  • Install readiness questions before a scheduled install
  • A demo equipment request if you're not a trainer (email Hayes, cc Tyisha)
  • Questions and topics for the weekly Square training
  • Ideas for resources or videos the team is missing

✗ DON'T bring to Hayes. Route it here instead:

  • "How does Square do X?" or "Can Square do Y?" → Ask the Team (search first) or your trainer
  • A first-time technical or support issue → Square support first (see Customer Support & Escalation)
  • How-to (reports, invoices, appointments, discounts) → Square course, Square Resources page, Square University
  • Importing SKUs, building menus or item libraries for you → you do it, using the import guides
  • Pricing, custom pricing and deal questions → Tyisha (cc Angela)
  • Account and boarding problems, demo software fee waivers → Tyisha (cc Angela)
  • Your sign-up link → your trainer

Bottom line: Hayes is not your personal Google for how Square works. Product questions go to Ask the Team, so everyone learns from the answer and Hayes stays free for installs.

5. Where to Go for Help, in Order

  1. The Square Course (Kajabi). Your learn-it-once foundation. Complete it before you sell Square.
  2. The Square Resources Page. Quick-reference explainer pages for mid-deal answers: rates and passing the fee, ordering demo equipment, websites and online selling, customer support, and rules of engagement.
  3. Square University and Square's own guides, linked throughout the course and resources.
  4. Ask the Team in Slack. Search previous posts first; your question has likely been answered.
  5. Your trainer.
  6. Square Support for technical issues: call 1-855-700-6000, or for a faster answer email the Equip Tier 3 support address on the Customer Support & Escalation page. That email is for Equip reps only. Do NOT give it to merchants.
  7. Hayes for install-day help and escalations Square support hasn't solved. Tyisha for pricing, account and boarding issues.

6. Install-Day Expectations for Reps

  • You own the merchant relationship from start to finish. Be at the install, or at minimum for the key merchant-facing moments.
  • Prep before install day. Inventory and SKUs imported, the vertical's setup done (appointments for salons, invoicing for home services, item library for retail), and hardware delivered and ready.
  • Walk the merchant through their reporting. Merchants almost always want to understand their reports, and it's your job to make that happen.
  • Hayes is your backup, not your stand-in. If he can't answer right away, that isn't a failure on his part; covering the install is still your responsibility.

7. Availability

  • Hayes is available 8:00 AM to 6:00 PM Central, Monday through Friday, with some Saturdays at Hayes's discretion.
  • He is not on call outside those hours. After-hours how-to questions wait, or go to the resources above.
  • Genuine install emergencies are the exception. Please use that word honestly.

Bottom Line

Hayes is here for two things: Square install support and Square education. For everything else (how-to, functionality, pricing and first-line support), your path is the course, the Square Resources page, Ask the Team, your trainer, Square support and Tyisha. Becoming your own Square expert is what scales your business and ours, and it keeps Hayes focused on the installs that need him.