Customer Escalations Team Lead, Afterpay

Join a movement in which everyone can win. 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 five years ago in Sydney, Australia, Afterpay has over 11 million active customers globally and more than 64,000 of the world's best retailers around the world including Anthropologie, Revolve, DSW, GOAT, Finish Line, Levi's, Mac Cosmetics, Ray-Ban and many others. Afterpay is on a mission to power an economy in which everyone wins.
Afterpay is completely free for customers who pay on time - helping people spend responsibly without incurring interest, fees or extended debt. Afterpay empowers 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. 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.
The Role
We are seeking a results focused individual with a naturally positive and continuous improvement mindset. An individual who has a strong background in leading a team and service delivery responsibilities in a customer service environment, and who has experience of leading a team in a Complaints/Escalations environment.
As a Pay Monthly Escalations Team Leader in our Customer Service team, you will be partnering with our wider Afterpay Operations Team to deliver an effortless customer experience and ensure timely support to our customers who are in high friction. This role has a deep focus on our Global complaints programme management and meeting timescales/deadlines both internally and via regulators as per each region's regulatory requirements now and in the future.
*Please Note: This role requires that the Team Lead sit within 50 miles of our Oakland Office. This may offer some remote opportunity, but the home address must be within Oakland, CA.
You Will

• Lead a team of Pay Monthly Escalations experts who look after our Afterpay Pay Monthly product and the licensed activity required / Complaints that have escalated / require higher levels of support.
• Ensure performance is delivered through continuous coaching and feedback to improve team member capability. Handle tough conversations and interactions with our own team to get best outcomes for our team members, our customers, and our business.
• Champion an effortless experience for our customers everyday feeding back any gaps in knowledge / process seen in the Escalations team to our outsource partners. Working with internal and partner Team Leaders and being our process expert supporting the best experience for our customers in accordance with defined operations policies and procedures.
• In partnership with Workforce Management (WFM); Actively manage specific queues across Escalations and other specialty queues as required to manage accuracy and efficiency.
• Prepare weekly/monthly Operations reports and lead partner performance reviews
• Work with frontline teams to identify incidents and raise with the technical teams / relevant stakeholders for resolution and guide agents on how to manage customers impacted.
• Act as a representative in the absence of line manager and support broader Afterpay/Clearpay teams where required
• Be actively involved in regular Calibration sessions with QA team and suppliers to ensure that an understanding of expectations is met.

You Have

• Proven track record in team leadership with a minimum of 2 years of related Complaints Escalations team Leadership role in a complex omni channel model (voice, messaging, social) along with experience working with regulated financial products.
• Self-starter with a positive forward thinking / " can do" attitude who is results focused and a real performance driver with experience working in a fast pace forward thinking environment with change and ambiguity.
• As a 'hands on' coach you are prepared to roll your sleeves up and support the team - coaching experience is crucial to this role. A motivated leader able to manage and prioritize competing tasks with a passion for operational effectiveness.
• A genuine passion for 'treating customers fairly', driving positive customer experiences & developing teams.
• Excellent interpersonal and communication skills with a natural skill for developing relationships both internally and externally
• Process improvement / change management capability.
• Your leader may work on alternate timings from you and therefore you will need to be flexible to operate independently at times - maintaining business as usual operations and continuity.

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 also consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.
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 .
Block will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.
Block takes a market-based approach to pay, and pay may vary depending on your location. U.S locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
To find a location's zone designation, please refer to this resource . If a location of interest is not listed, please speak with a recruiter for additional information.
Zone A:
$92,300 - $138,500 USD
Zone B:
$85,800 - $128,800 USD
Zone C:
$78,500 - $117,700 USD
Zone D:
$69,300 - $103,900 USD
Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.