Senior Escalations Specialist, 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 peopl

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

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

This role is a hybrid role which contains elements of managing customer contacts through to resolution as well as managing and mentoring a small team of approximately 3 people who will also help solve complex issues. We strive to solve customer’s queries and complaints 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/Clearpay Complaints Management framework.

This role is responsible for:

  • Managing the day to day activity of 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

  • Manage and monitor Escalations 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

  • A proportion of your time will be spent working customer queries through to resolution with your team as it grows & develops

  • Monitor quality, productivity and service standards of the team to ensure KPIs are delivered and Clearpay complaint management policy frameworks are met, including our obligations to regulatory frameworks which includes the Financial Conduct Authority (FCA)

  • Ensure feedback loops / coaching data is shared on trends back to front line Customer Service teams & management forums to help improve first time 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

  • Analyse Escalation complaint data, report on trends to the business, and make recommendations to improve processes. Includes but not limited to input into weekly/monthly 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 by sharing findings and providing data sources

  • 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 omnichannel environment which includes messaging and other social media platforms

Qualifications

To be successful in this role you will have:

  • Minimum 1 years experience in Customer Service Team Leader role with specific Escalations / Complaints experience

  • You will possess the ability to effectively manage performance and coach team members in order to maximise 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 Omnichannel 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 and the ability to manage and prioritise workloads

  • Excellent written and verbal communication skills

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

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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