Card Escalations Associate

  • Melbourne, VIC, Australia
  • Full-time

Company Description

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic app, bringing a better way to send, spend, invest, borrow and save to our millions of monthly active users. With a mission to redefine the world's relationship with money by making it more relatable, instantly available and universally accessible, at Cash App you'll have the opportunity to make a real-world impact with your career.

Today, Cash App has thousands of employees around the world with a culture geared toward creativity, collaboration and impact. We’ve been a distributed team since day one, and continue to value working across time zones and continents both remotely and in our Cash App offices.

Our offices are great, but many of our roles can be done remotely from the countries where Block operates. We tailor our experience to champion our employees’ creativity and productivity wherever they are.

Check out our locations, benefits and more at

Job Description

As Afterpay grows as a global card issuer, it is critical that we evolve our operational capabilities with the ability to investigate and resolve the most complex payments issues. We are looking for an Associate, Card Product Escalations who enjoys digging deep into the tiniest details to solve problems for consumers and merchants. You will become an expert on Afterpay’s full suite of card products. You’ll relentlessly strive to find the root cause of issues and resolve them, while providing excellent service to our customers.

You will:

  • Provide subject matter expertise in resolving issues related to card issuing and processing across card products at Afterpay
  • Resolve escalations from Customer Support / Merchant Services and maintain ongoing operational processes, related to Afterpay’s suite of card products
  • Keep an eye out for trends and engage with external partners to drive resolution of payments issues, provide recommendations and work with key stakeholders on operational improvements to effectively manage or resolve persistent issues
  • Partner closely with internal stakeholders to continuously provide feedback and improve processes


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

You Have:

  • 3+ years experience in a customer facing implementation, operations, or product support focused role
  • Strong critical thinker who loves connecting the dots and understanding how things work
  • Confidence working with technical and non-technical cross-functional teams; you are able to understand and articulate customer needs, while understanding how things work so you can troubleshoot issues with technical teams
  • Familiarity with APIs, specifically reading payloads
  • Experience with SQL and log tools (e.g. Sumo Logic)
  • Bonus points for knowledge of the payments ecosystem, ideally with a focus in the card issuing and tokenization space

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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