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 five years ago in Sydney, Australia, Afterpay has over 11 million active customers globally and more than 64,000 of 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

As one of Afterpay’s Customer Service Team Members, in our Complaints Resolution team, you’ll be responsible for delivering great service to all of our customers. You will be part of a growing team who work on outcomes for a high volume of customer account queries. We are looking for someone with great communication and written skills that is looking to join a dynamic team!

We are much more than our job descriptions, but here’s where you will begin…

Investigate, manage and resolve escalated and complex customer and merchant complaints, in accordance with the complaints policy

Manage multiple dispute cases simultaneously and in an efficient manner

Provide support to the Customer Service team for escalated complaints, where first and second-level resolution team members have not been able to resolve.

Think outside the box to propose a solution to support our customers/merchants whilst keeping within our BNPL Code of Conduct

Analyse complaint data, report on trends to the business, and make recommendations to improve processes

Develop productive working relationships with a range of stakeholders across the Operations team

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 the BNPL Code of Conduct

Qualifications

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

You are able to effectively and quickly form relationships and establish trust, respect, competence and confidence with our customers

You are a reliable, dependable, helpful and dedicated team member

You are able to multitask and are enthusiastic about change

You are a people person and get a kick out of helping customers

You have good judgment, problem solving skills and analytical ability

You follow through, you show up, and make it happen, fast

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 .

Perks

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 TBD54566975, 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. TBD54566975 is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.