Global Complaints Leader

  • San Francisco, CA, us
  • Full-time

Company Description

Afterpay (part of Cash App) 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 free 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

The purpose of the Global Complaints Manager is to ensure Afterpay’s complaint handling people, processes and systems are optimal to handle and resolve customer and merchant disputes in a fair, transparent and timely manner while translating the voice of the customer and broader process insights to drive continuous improvement and keep our business safe.


You will:

  • Implement a global complaints model that looks to achieve a customer centric experience, establish performance expectations and monitor for daily improvement, assure training is continuously maintained, audit performance and staff records to assure compliance with policy and procedure

  • Partner with the Global Operations, Product, Marketing, Legal and Compliance Teams, providing/reviewing insights and customer pain points to drive operational excellence

  • A strong understanding of complaint drivers, ability to dissect complaint data to transfer insights into an actionable execution plan.

  • Ability to present insights which represent both the customer experience / journey, as well as commercial outcomes / opportunities.

  • Ability to establish and maintain strong engagement with external complaint and regulatory bodies to ensure a customer centric experience aligned to the Afterpay values.

  • Maintain up to date knowledge of industry trends and technical developments within the complaints and BNPL industry.

  • Serves as subject matter expert in complaint processing and understanding of global regulatory requirements

  • Prepare and present reporting for stakeholders on complaint volumes, complaint categories and insights from Global internal and external dispute resolution.

  • Analyse complaint data, report on trends to the business, and make recommendations to improve processes.

  • Outcome oriented leader who is able to evaluate and reengineer processes to ensure the best possible outcomes for the customer and business, as well as the ability to solve complex problems.   

  • Operate within the standard operating procedures and promote compliance across all touchpoints and teams with a solid understanding of relevant legislation, guidelines and industry.

  • Identifies and addresses challenges impacting staff's ability to adequately evaluate complaints within a standardized process

  • Involvement in / leadership of regulator requests for information in conjunction with Legal/Compliance

  • Hold everyone in the team accountable for their performance/actions and always lead by example.

  • Focus on providing a supportive customer experience and ensuring timely and fair outcomes are achieved

  • Owns and maintains workforce models, training plans, and staff recruiting onboarding and offboarding

  • Leads team's performance and oversight of staff's performance and development

  • Leads and develops a team, providing direct staff member supervision and ongoing coaching

  • Drives a culture of continuous improvement within the complaints function



  • Other tasks and ad hoc projects within the scope of the role may be required from time to time

  • The global nature of our team requires this role to work flexibly in order to connect to and lead teams who operate in North America, Australia, UK and Spain.



  • 5 years + Leadership within Dispute Resolution and Financial Services

  • Proven staff leadership and performance management

  • Superior Strong verbal & written communication skills - ability to draft detailed, logical and comprehensive findings to external dispute bodies.

  • Proven experience in conflict resolution and strong problem solving abilities

  • Leadership skills and the ability to oversee multiple projects simultaneously

  • Demonstrated experience in dispute resolution, including communication and management of complaint cases to external groups and governing bodies.

  • Strong key stakeholder engagement both internal & external 

  • Active involvement and ability influence others to desired outcomes

  • Handle complex disputes tactfully - exercise discretion and make complex independent decisions to ensure the best outcome

  • Ensure operations policies, procedures, processes, and disclosures meet regulatory requirements and applicable laws.

  • Maintain a great culture and foster an environment where people want to work

  • Coach individuals so that they reach their full potential

  • Ability to successfully manage workload to timelines

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, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other 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

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

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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