Senior Lead, Australia Escalations Support (Square & Afterpay)

13 hours, 42 minutes ago
Full-time
Lead
Customer and Technical Support
Block

Block

Block is a company that consists of Square, Cash App, Spiral, TIDAL, TBD, and foundational teams. They are focused on economic empowerment by creating tools to expand access to the economy. Square helps sellers run and grow businesses, Cash App redefin...

Capital Markets
10K-50K
Founded 2009

Description

  • Lead, mentor, and develop a high-performing team of escalations and complaints specialists, fostering a culture of excellence, accountability, and continuous learning.
  • Oversee the end-to-end escalations and complaints lifecycle from receipt and investigation to resolution and communication, ensuring adherence to SLAs and quality standards.
  • Implement and optimize complaints management systems and tools to improve operational efficiency and consistency.
  • Partner across geographies with the Complaints Program Lead and other Escalations Leads to execute on complaints strategy and alignment.
  • Analyze escalation and complaint trends and root causes to identify systemic issues and drive preventative measures.
  • Collaborate with product, engineering, operations, and legal teams to drive product enhancements and process changes based on complaint insights.
  • Ensure compliance with consumer protection regulations and industry best practices across jurisdictions where Square and Afterpay operate.
  • Prepare and present regular reports on complaints performance, insights, and key metrics to senior leadership and stakeholders.
  • Represent the company in interactions with regulatory bodies, ombudsmen, and external dispute resolution schemes as needed.
  • Develop and deliver training programs to equip staff to handle complaints effectively and champion a customer-centric approach emphasizing empathy, transparency, and effective communication.

Requirements

  • Must be based in Australia and able to work remotely from Australia (role is fully remote Australia-only).
  • 3+ years of experience in complaints management, customer operations, escalations support, or risk management within financial services or fintech (preferred).
  • 8+ years of experience in a leadership role managing and developing teams.
  • Proven expertise in designing and implementing scalable complaints management processes and systems.
  • In-depth knowledge of consumer protection regulations and industry best practices (examples: UDAAP, TILA, EFTA, GDPR, CCPA).
  • Strong analytical skills with the ability to identify trends, analyze root causes, and translate data into actionable insights.
  • Excellent communication, interpersonal, and negotiation skills with the ability to influence across all levels of the organization.
  • Demonstrated ability to manage complex projects and initiatives in a fast-paced, evolving environment.
  • Willingness to work across multiple time zones and occasionally perform work outside normal business hours.

Benefits

  • Remote work (role is fully remote within Australia)
  • Medical insurance / health benefits (listed among company benefits)
  • Flexible time off / flexible PTO
  • Retirement savings plans
  • Modern family planning benefits
  • Inclusive workplace practices and reasonable accommodations during the recruitment process

Interested in this position?

Apply directly on the company website

Apply Now

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