Merchant Support Representative

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.

The Role

As one of Afterpay’s Merchant Support Experience team members, you’ll be responsible for handling inbound queries from our Merchant partners assisting with questions and queries.  This is a critical consumer facing role and we pride ourselves in delivering a seamless service to all of our merchants. We offer a blended contact strategy for our partners, the majority of which will be handled via voice alongside digital.

This role is based in Melbourne, VIC with hybrid working model (1-2 times a week in the office).

You Will

• Handle in-bound contact (Voice & Digital) from new and existing retail partners whilst meeting Service Level Agreements, including making outbound calls to the merchant and other business areas where appropriate
• Support on-boarding sessions with new and potential merchants by answering questions and providing insight into how the product works and how to sign up
• Update core details relating to existing merchants, which include bank details etc.
• Take ownership of designated queries and drive through to resolution
• Create merchant credentials in Admin Portal (our in-house system)
• Facilitate general account management queries and liaise with relevant business functions, seeking resolution
• Facilitate dispute resolution on behalf of consumers with our retail partners by investigating/information gathering and delivering clear and accurate information to be reviewed
• Identify ‘problem’ merchants and take prompt action to highlight to relevant stakeholders to avoid escalated issues
• Continuously highlight process improvement opportunities to reduce friction and improve customer/merchant satisfaction
• Make solid decisions balancing risk/regulation & cost impacts
• Provide support across other functional areas to ensure business priorities are delivered

You Have

• Proven track record of working within customer service  
• Ability to work a blended contact strategy (voice and digital)
• Experience of working in an environment with individual and team goals where goals were routinely met or exceeded
• Experience of working in a business to business environment

Who are you?

• You are able to effectively and quickly form relationships and establish trust, respect, competence and confidence with our merchants and internal stakeholders
• You are a reliable, dependable, helpful and dedicated 
• You are able to multitask and are enthusiastic about change
• You have strong written and verbal communication skills
• You have good judgement and are a good problem solver
• You follow through, you show up, and make it happen, fast.
• You are a self starter and can work under pressure in a fast paced environment
• 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

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, without regard to identity or other 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 is a globally distributed company and this role will require working with other employees in multiple time zones. You may be required to perform work outside of normal business as part of this role