Service Excellence Specialist

  • Full-time

Company Description

From an Australian-born company to a rapidly growing global business, we’re on the ride of a lifetime!

We’re on a mission to be the world’s most loved way to pay. We love connecting our customers with brands they love and empowering them to spend their money and buy what they want in a responsible way. We’re all about building a high-performing team, where our teams come to work to be the best they can be. We are grounded in reality and work together to achieve the extraordinary.

It’s a fast-paced business and that’s the way we love it. We know that world class talent is the only way to pave our future success, so come and work with some of the brightest minds and be part of the once in a lifetime ride.

The purpose of this role is to monitor and evaluate for consistency in Effortless Experience.  You will ensure that our customers around the globe have the best possible service experience. 

With exceptional analytical and assessment skills you will drive continual improvement across everything we do; monitoring and evaluating customer experience to ensure adherence to compliance and the Clearpay/Afterpay Way across the globe. 

Job Description

The Service Excellence Analyst  is an exciting and fast paced role, in a growing fintech company.  The successful candidate will ensure strong service delivery across both our digital and voice channels by monitoring and evaluating the performance of others. 

With a keen eye for detail you will be a savvy quality assessor, able to make the right judgement to drive continual improvement. 

Key responsibilities:

  • Monitor and evaluate interactions to provide coaching and feedback 

  • Facilitate and participate in calibration sessions to ensure we have the same understanding of what great looks like across the globe

  • Participate in deep dives to build robust gap analysis.

  • Make firm recommendations in terms of plugging any gaps identified, feed into knowledge management and training development teams.

  • Work closely with internal and external stakeholders (off-shore suppliers) 


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


Experience in Operations within retail and/or the banking/finance industry is preferred.


  • Possess   strong   presentation,   communication,   ability   to   demonstrate   sound reasoning and judgement.  
  • Ability to exercise discretion and independent decision-making.
  • Strong ability to multi-task and work under time constraints to meet deadlines.
  • Excellent attention to detail and accuracy.
  • Strong communication skills, both written and verbal in English and preferably in French also.
  • Added bonus if able to communicate verbally and in writing in Spanish and Italian.


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

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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