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
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
You Have
Preferred
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.
Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.
Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. 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.