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About the Role

As a member of our Internal Dispute Resolution team (Escalations), you will help solve our customer’s most complex issues. Working in collaboration with a mix of both onshore and offshore teams, you will join our complaints team, striving for excellence in every ticket. Working within our Global Complaints Policy, you will be responsible for supporting, upholding, and promoting internal policies and processes to achieve fair outcomes for customers raising a complaint, and escalating through our customer service teams.

Responsibilities

Investigate, manage, and resolve escalated customer complaints in accordance with Afterpay / Clearpay complaint management policy frameworks and regulatory requirements.
Manage multiple complaint cases simultaneously efficiently and effectively according to standard operating procedures.
Provide support to front-line team members to improve first point resolution.
Identify trends in complaints and feedback, alerting Leaders and recommending process improvements.
Develop productive working relationships with stakeholders across Operations, Product, and Technology teams to support complaint resolution.
Partner with operational leadership to ensure offshore support teams meet complaint SLAs, efficiency metrics, and quality expectations.
Balance quality, productivity, and service standards to meet KPIs.

Requirements

Minimum of 2-3 years of experience in Customer Service roles, with specific Escalations / Complaints Experience.
Experience working in a regulated financial services role under FCA regulations.
Experience in service delivery in an omnichannel environment (phone, messaging, social media).
Self-motivated, analytical mindset, thriving in dynamic environments with evolving priorities.
Strong time management skills.
Excellent written and verbal communication skills.
Experience providing support to difficult or vulnerable customers over the phone.
Strong attention to detail and problem-solving tenacity.

Experience Level

2-3 years

Benefits

Remote work
Medical insurance
Flexible time off
Retirement savings plans
Modern family planning

About the Company

Block is one company built from many blocks, all united by the same purpose of economic empowerment.
Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy.
Square makes commerce and financial services accessible to sellers.
Cash App is the easy way to spend, send, and store money.
Afterpay is transforming the way customers manage their spending over time.
TIDAL is a music platform that empowers artists to thrive as entrepreneurs.
Bitkey is a simple self-custody wallet built for bitcoin.
Proto is a suite of bitcoin mining products and services.
Together, we’re helping build a financial system that is open to everyone.

Equal Opportunity

We're working to build an 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 an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class.
We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.
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.