Escalations Specialist

  • Melbourne, VIC, Australia
  • Full-time

Company Description

Afterpay is transforming the way we pay by allowing customers to buy products immediately and pay for their purchases over four installments. The service is completely free⁵ for customers who pay on time - helping people spend responsibly. As of December 31, 2021, Afterpay is offered by more than 122,000 of the world’s favorite retailers and more than 19 million active customers have adopted the service.

Afterpay is currently available in Australia, Canada, New Zealand, the United States and the United Kingdom, France, Italy and Spain, where it is known as Clearpay. Afterpay is on a mission to power an economy in which everyone wins. Afterpay is a wholly owned subsidiary of Block, Inc. (NYSE: SQ).

Job Description

As one of Afterpay’s Customer Service Team Members, in our Complaints Resolution team, you’ll be responsible for delivering great service to all of our customers. You will be part of a growing team who work on outcomes for a high volume of customer account queries. We are looking for someone with great communication and written skills that is looking to join a dynamic team!

We are much more than our job descriptions, but here’s where you will begin…

  • Investigate, manage and resolve escalated and complex customer and merchant complaints, in accordance with the complaints policy
  • Manage multiple dispute cases simultaneously and in an efficient manner
  • Provide support to the Customer Service team for escalated complaints, where first and second-level resolution team members have not been able to resolve. 
  • Think outside the box to propose a solution to support our customers/merchants whilst keeping within our BNPL Code of Conduct
  • Analyse complaint data, report on trends to the business, and make recommendations to improve processes
  • Develop productive working relationships with a range of stakeholders across the Operations team
  • Provide support and coaching to our frontline team members to support second level escalations
  • Focus on providing a supportive customer experience and ensuring timely and fair outcomes are achieved in line with the BNPL Code of Conduct


Like us, you’ll be deeply committed to delivering positive outcomes for customers and passionate about shaping the future of Afterpay.

  • You are able to effectively and quickly form relationships and establish trust, respect, competence and confidence with our customers
  • You are a reliable, dependable, helpful and dedicated team member
  • You are able to multitask and are enthusiastic about change
  • You are a people person and get a kick out of helping customers
  • You have good judgment, problem solving skills and analytical ability
  • You follow through, you show up, and make it happen, fast
  • You like to keep it real with your actions, be brave with your decisions, do the right thing for all our stakeholders and shape the future with excitement

Additional Information

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 a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, based solely on the core competencies required of the role at hand, and without regard to any legally protected class.

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


We want you to be well and thrive. Our global benefits package includes:

  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Paid time off
  • Learning and Development resources

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.

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