Senior Lead, Australia Escalations Support (Square & Afterpay)
As the Senior Lead for Australia Escalations Support at Square and Afterpay, you will oversee and enhance the complaints resolution processes for these rapidly growing brands. This pivotal role involves leading a dedicated team to ensure fair, efficient, and consistent resolutions that uphold our commitment to customer satisfaction and regulatory adherence. The position is fully remote and based in Australia.
Key responsibilities include leading, mentoring, and developing a high-performing team of escalations and complaints specialists, fostering a culture of excellence and continuous learning. You will oversee the end-to-end escalations and complaints lifecycle, from initial receipt and investigation to resolution and communication, ensuring adherence to established service level agreements and quality standards. Additionally, you will implement and optimize complaints management systems and tools to improve efficiency and collaborate with cross-functional teams to drive preventative measures and product enhancements.
The ideal candidate will have over three years of experience in complaints management, customer operations, escalations support, or risk management within the financial services or fintech industry, along with more than eight years in a leadership role managing and developing teams. Proven expertise in designing and implementing scalable complaints management processes and systems is essential. A deep understanding of consumer protection regulations and industry best practices, strong analytical skills, and excellent communication abilities are also required.
Block offers a comprehensive benefits package designed to empower employees to do their best work while building the life they want. Benefits include remote work options, medical insurance, flexible time off, retirement savings plans, and modern family planning support. The company is committed to building an inclusive economy and workplace, evaluating all employees and job applicants consistently, without regard to identity or other legally protected classes.