Customer Service Channel Lead, Afterpay

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

We are looking for a deeply experienced Customer Service Channel Lead to inspire, lead and help evolve our global Afterpay customer service model to deliver an effortless customer experience and help grow our business. You will have two primary focus areas

• The direct leadership and accountability of the Australia and New Zealand (ANZ) Customer Service Team (both our own internal talent and offshore Partner (Supplier / BPO) resources).
• Delivery of our Afterpay Customer Service strategy globally

You will influence and inspire a team of passionate team members and their leaders, coaching them to success while you help to shape and achieve our customer experience strategy. Working in partnership with your CS Peer accountable for UK / NA Customer Service teams you will help optimize our contact channels, including in-app messaging and voice, while developing and strengthening Afterpay's performance and effortless experience culture across Customer Service.

You will serve as a senior Operations leader primarily working with Operations stakeholders and Partners and when needed inside the company, working with functions such as Product, Marketing, Compliance and Legal to protect and respond to Afterpay's strategic agenda, customer expectations and regulatory obligations. You'll manage the ANZ Customer Service operation but also have global accountability relating to the CS strategy to ensure we achieve Afterpay's and the wider Block Customer Operations strategic priorities and underpin our obsession with creating an effortless experience for our customers and people.

You will report to the Afterpay Loan Servicing Lead and be based in Melbourne, AU with hybrid working arrangements.

You Will

• Set and maintain planning and performance review disciplines across operational teams including Partners to deliver on 24*7 service delivery commitments
• Drive performance to meet OPEX and service delivery obligations for customer service globally for region (ANZ) and ensure a global performance model is in place for FTE / headcount management and efficiency and customer experience deliverables such as but not limited to Contact Rate, Response and handle time, TTR, Quality, CSat and Complaint handling timelines
• Work in Partnership with Block Customer Operations operational support partners such as Workforce Optimisation (WFO) and Vendor Management to define and achieve global CS resource model and Partner performance metrics
• Utilize deep product and industry knowledge to implement and improve on best practices while serving as a cross-functional leader and advocacy role model for support
• Coach and mentor Leaders with a focus on professional development and upstream, preventative, future-proof thinking
• Own the improvement roadmap and drive improvements in customer satisfaction / quality (CSAT, QA, Complaint reduction) and efficiency (TTR, AHT) across channels by understanding the struggle and support needs of our customers and how our teams can best respond
• Own the efficiency and quality balance of the Customer Success operation, smartly investing in both, while incorporating cost considerations, to help maximise our investments in our people and build our talent for the future
• Develop and manage the metrics to measure the growth, performance and impact of the team, and set goals and provide progress updates
• Ability to lead diverse teams (direct employees, Partners, across timezones, operationally and project focused)
• Developing and leading end-to-end holistic project plans and ensuring on-time delivery of critical initiatives
• Gather and synthesize relevant data, suggesting improvements in the tools, approaches, processes, and techniques to help scale the team
• Scale the Customer Service team by capitalizing on opportunities for increased effectiveness and efficiency, driving productivity and quality initiatives and working tirelessly to empower the advocates

You Have

• 15+ years of relevant CS operations work experience, with 10+ years of multi-tier (managing managers) people management experience required at companies with significant scale
• Proven people leader; engage the team around a vision and solve problems or deliver amazing results with and through a team
• Past product and/or project management experience and deep background operating in complex operations; comfortable with data and formulating problem statements, root cause analysis and building proposals for change.
• Experience building, optimizing, leading B2C Customer Success operations, particularly in a fast-paced startup or tech environment, and experience with leading Partner (BPO) teams to achievements equivalent to internal teams
• The ability to effectively influence and communicate cross-functionally throughout an entire organization and excellent written and verbal communication skills
• Creative problem-solving abilities and expertise in balancing and articulating trade-offs variables such as time, cost, quality, risk and people constraints
• A passion for consumer financial services and effortless customer experiences

Preferred

• A relevant BA/BS degree or related experience
• Deep understanding of regulatory requirements and challenges including licensure obligations
• The global nature of our team will require this role to work flexibly in order to connect to colleagues who operate across ANZ, North America, UK and Partners in the Philippines.
• Remote, global team management experience

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.