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Customer Service – Escalations Team, Clearpay

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

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.

The purpose of the Escalations Team Member role is to provide an effortless experience for Clearpay customers who require additional support. Specifically you will be responsible for supporting our front line agents with complex queries and working directly with customers to resolve escalated and complex questions and queries through to resolution.

You will work closely with the internal Clearpay Customer Service team, suppliers & Compliance teams providing a seamless and effortless experience for our customers.

Job Description

Responsibilities include:

  • Investigate, manage and resolve escalated and complex customer queries, in accordance with the internal policy & procedures
  • Manage multiple dispute cases simultaneously and in an efficient manner
  • Provide support to the Customer Service team for escalated complaints & queries, where resolution has not been achieved. Both in written and verbal delivery
  • Think outside the box to propose a solution to support our customers/merchants whilst keeping within our BNPL Code of Conduct
  • Work with Complaints agent to support insights into complaints data, report trends, and make recommendations to improve processes
  • Develop productive working relationships with a range of stakeholders across the Operations team & broader business
  • 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 UK Regulator (FCA)


Experience / Attributes:

  • Strong interpersonal skills and communicates effectively and confidently with customers and colleagues alike
  • Demonstrated skills in an Operational and Customer Centric environment
  • Exceptional customer focus; ability to effectively and quickly form relationships and establish trust, respect, competence and confidence
  • Analytically and investigative focused, be capable of reviewing and absorbing data from different sources and be able to form judgements and sound conclusions from what you have reviewed.
  • A focus on quality, attention to detail and speed in an Operational environment
  • An excellent team player who listens and thrives on collaborating with diversely talented team members
  • Experience in dealing with challenging situations with empathy and solutions focused approach, including customer complaints, escalations, requests for information for further verification and managing difficult conversations
  • Ability to analyse issues and develop problem solving methodology

  • Technically savvy and astute on various applications, systems and tools.

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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