Escalations Support Specialist, Afterpay

We started a movement in which everyone can win – shoppers, retailers, society and every person on our team. To play fair, trust people and reward them for doing the right thing. We see and feel the impact of our work as more and more people gain financial freedom and retailers grow across the globe.

Founded in 2014 in Sydney, Australia, Afterpay has over 24 million active customers globally and more than 250,000 of the best retailers around the world including Anthropologie, Revolve, DSW, GOAT, Finish Line, Levi’s, Mac Cosmetics, Ray-Ban and many others.

Afterpay is helping people spend responsibly! We empower customers to access the things they want and need, while still allowing them to maintain financial wellness and control, by splitting payments in four, for both online and in-store purchases. Afterpay is deeply committed to delivering positive outcomes for customers. Now under the Block ecosystem, we are focused on supporting our community of shoppers.

We trust in the next generation and share a vision of a more accessible and sustainable world in which people are rewarded for doing the right thing. Join a movement in which everyone can win.

The Role

As a member of our Internal Dispute Resolution team (Escalations) you will help solve our customer’s most complex issues. Working in collaboration with a mix of both onshore and offshore teams you will join a complaints team, striving for excellence in every ticket. Working within our Global Complaints Policy you will be responsible for upholding and promoting internal policies and processes in order to achieve fair outcomes for customers raising a complaint, and escalating through our customer service teams.

You Will

• Investigate, manage, and resolve escalated customer complaints where first level resolution team members have not been able to resolve in accordance with Afterpay / Clearpay complaint management policy frameworks, including our obligations to regulatory requirements.
• Manage multiple complaint cases simultaneously in an efficient and effective manner in accordance with standard operating procedures.
• You will build expertise in our products, technology and procedures to deliver the best possible support to our team members and customers
• Provide support to our front-line team members to help improve first point resolution (and reduce Escalations if possible).
• Stay alert to trends in complaints, customer and front-line team feedback in daily routine; alert Leaders and make recommendations to improve processes as required.
• Develop productive working relationships with a range of stakeholders across the Operations team (and often with Product or Technology stakeholders) to support the resolution of customer complaints.
• Balance quality, productivity and service standards in your day to ensure KPIs are delivered.
• Other tasks and ad hoc projects within the scope of the role may be required from time to time, including supporting the launch of new products or licensed servicing requirements.

You Have

• Minimum of 1-2 years experience in Customer Service roles, with specific Escalations / Complaints Experience. 
• Experience in service delivery in an omnichannel environment - across phone, messaging and social media channels. 
• Are a self- driven team player, and a logical thinker that likes to work in a fast-paced and challenging and change driven environment.
• Strong time management skills.
• Excellent written and verbal communication skills.
• Experience in staying calm and providing support to difficult or vulnerable customers over the phone. 
• Strong attention to detail and the tenacity to seek a solution to a problem.
• Experience working in a regulated financial services role under FCA regulations.

Technologies We Use and Teach

• Zendesk
• Slack
• Google suite
• Playvox workforce management
• CF1

Standardized Hourly Rate

• Zone A: $29.62
• Zone B: $27.50
• Zone C: $23.94 
• Zone D: $22.16

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 an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.

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.

While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.