Customer Service Escalations Team Leader - Afterpay

  • San Francisco, CA, United States
  • Full-time

Company Description

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 seven years ago in Sydney, Australia, Afterpay has millions of active customers globally and is offered at 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.

Job Description

Employees must be located within 50 miles of San Francisco.

We are seeking a results focused individual with a naturally positive mindset, who has a strong background in leading a team and service delivery responsibilities in resolving customer service complaints/ dispute resolution.

As a Escalations Team Leader of our Internal Dispute Resolution (IDR) process you will be managing and mentoring a team of approximately 8- 10 people who help solve our customer's most complex issues. We strive to solve their issues and allow them to get back to their day with ease. This role requires us to do that at all times working within the guardrails of our Afterpay Complaints Management framework. 

The Escalations team will also be responsible for servicing the Consumer Lending licensed activities, which must be managed in compliance with licensing obligations.  As a Team Leader of this team, you will have dual responsibilities as a Qualified Manager for our consumer lending licensed servicing activities.  

This role is responsible for: 

  • Leading the Escalations Team (IDR process) who provide support to the Customer Service team for escalated complaints, where first level resolution team members have not been able to resolve.  This team has dual responsibility for licensed servicing needs associated with our Consumer Lending Product.

  • Manage and monitor Escalations and consumer lending workflow, incoming requests and queue management in accordance to required policies and procedures to provide a supportive customer experience and ensuring timely and fair outcomes are achieved

  • Ensure the team investigate, manage, and resolve customer requests and complaints, in accordance with policies and procedures to deliver the best possible customer outcome

  • Act as an escalation point for the Escalations Team and take personal ownership and ensure resolution of Escalations as required; lead from the front in solving customer issues as needed

  • Monitor quality, productivity and service standards of the team to ensure KPIs are delivered and Afterpay / Clearpay complaint management policy frameworks are met, including our obligations to regulatory frameworks

  • Ensure feedback loops / coaching data is shared on trends back to front line Customer Service teams to help improve  first point resolution (and reduce Escalations if possible)

  • Partner with and escalate to External Dispute Resolution (EDR) Leaders and team members to stay connected to complaint themes and best practice resolution approaches  and help  evolve dispute resolution at Afterpay / Clearpay globally

  • Provide performance management for developing employees 

  • Analyze Escalation complaint data, report on trends to the business, and make recommendations to improve processes. Includes but not limited to input to Complaint Reporting and ongoing Complaint Reviews to ensure key insights are understood and addressed

  • Respond to and support Customer Service Teams in management of technology Incidents impacting customer service delivery as required

  • Develop productive working relationships with a range of stakeholders across the Operations team and where required product and technology to resolve customer complaints 

  • Manage in a omni-channel environment which includes messaging and other social media platforms

  • Manage servicing of ad-hoc projects, remediation activity or new to market launches may be required from time to time.

Qualifications

Consumer Lending Licensed Activities Requirements:

As the Escalations Team Leader, you will also act as Qualified Manager for our consumer lending Customer Service processes, specifically for licensed activities conducted from our San Francisco escalations team. Below outlines the requirements:

Prerequisite:

  • Minimum 5 years experience in operations/servicing in credit risk industry or collections in managerial or supervisory capacity

  • At least 1 year of the above experience needs to be in the preceding 18 months of NMLS application

  • Experience should be detailed (detailed job duties or description) and verified

  • Geographical limitation - must be located in San Francisco (as this is the location where our licensed activities take place) 

  • No financial conflicts such as Bankruptcy, Compliance citations, unpaid Child Support, etc.

  • Require Background check, identity verification, fingerprint and financial disclosures where relevant

To be successful in this role you will have: 

  • The ability to effectively manage performance and coach team members in order to maximize performance and ensure great service is delivered

  • Data Analysis and Insight capability; Proven examples of ability to identify and understand process trends / themes and to formulate meaningful insights from this for action or attention

  • Experience managing a team within an Omni-channel environment and strong digital experience (Email, messaging and social media channels)

  • Self- driven team player, and a logical thinker that likes to work in a fast-paced and challenging environment 

  • Strong time management skills 

  • Excellent written and verbal communication skills 

  • Strong attention to detail and the tenacity to seek a solution to a problem 

Other

  • The global nature of our team may require this role to work flexibly from time to time in order to to connect to colleagues who operate in North America, Australia, UK and Spain

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, veteran status, 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, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

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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