Service Excellence Specialist

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

Reporting to the Service Excellence Team Leader, the Service Excellence Specialist responsible for supporting the Global Customer Service team to deliver an effortless experience.

This role is based in Melbourne, AU with flexibility to work from home.

You Will

• Manage work queue (in Zendesk, Asana, or other) to ensure timely and quality response and resolution. This includes:
  • Reviewing and triaging requests;
  • assigning work tasks in collaboration with the Service Excellence Team Leader (if required);
  • Ensuring that agreed to timelines are met (acknowledgement, task / project milestones)
• Take ownership of Ops Readiness Activities including:
  • Collaborating with partners to ensure that any change implemented addresses their requirements;
  • Updating or creating customer and agent facing content;
  • Updating / co-ordinating updates to relevant tooling systems such as Zendesk, Ada;
  • providing updates to leadership team on project health
  • Managing Operations Content sign off processes from key stakeholder (eg Compliance)
  • Lead hypercare post go live including tracking agreed Ops Readiness change metrics
• Investigate and execute improvement opportunities as identified through audits, deep dives, root cause analysis reviews partnering with cross functional teams as required
• Identify efficiency opportunities by clearly articulating the problem statement, and make recommendations to address it, including the use of:
  • Automation / AI
  • process changes
  • product updates
• Ongoing review of standard operating procedures and customer-facing content, and any other relevant support documentation to ensure that the information is current, accurate, and compliance with Block Policies and Regulation and supports lowest possible effort
• Build and leverage reports to uncover actionable insights
• Mentor and coach peers to share best practices, or in other capacity as required

You Have

• Experience in Collaboration with Cross-Functional Teams: Experience working closely with operations teams, engineers, project managers, and other stakeholders. Experience working with geographical diverse teams.
• Content Writing: Experience in creating various types of content, including articles, SOPs, templated responses, case studies, and reports, ensuring that the information presented is accurate and insightful. Particularly focused on operations.
• Project Management: Experience managing projects, including planning, execution, and delivery, often involving multiple stakeholders.
• Problem-Solving in Operations: Experience identifying and addressing operational challenges, which can inform content that offers practical solutions and improvements.
• Research and Analysis: Experience conducting research and analyzing data to support building continuous improvement metrics and effectively engaging with stakeholders to set and drive quality goals.
• System Experience: Familiarity with Zendesk or Ada is a plus.

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.