Senior Lead, Australia Escalations Support (Square & Afterpay)

Department: 30221 Risk - Customer Operations - Square Direct (Advocates)

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 in 2014 in Sydney, Australia, Afterpay has over 24 million active customers globally and more than 250,000 of the best retailers around the world including Anthropologie, Revolve, DSW, GOAT, Finish Line, Levi’s, Mac Cosmetics, Ray-Ban and many others.

The Role:

As the Senior Lead, Australia Escalations Support for both Square and Afterpay, you will be a pivotal leader responsible for overseeing and enhancing our complaints resolution processes across two dynamic and rapidly growing brands, as well as driving escalations operations in our Australia market. This role requires a strategic thinker with deep expertise in complaints handling, regulatory compliance, and customer experience. You will lead a dedicated team, driving continuous improvement in our process and product to ensure fair, efficient, and consistent resolutions that uphold our commitment to customer satisfaction and regulatory adherence.

* This role is fully remote based in Australia only.

You Will:

• 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 initial receipt and investigation to resolution and communication, ensuring adherence to established SLAs and quality standards.
• Implement and optimize complaints management systems and tools to improve efficiency.
• You will partner across geo’s with our Complaints Program Lead and Escalations Leads to execute on strategy.
• Analyze escalation and complaint trends and root causes to identify systemic issues, working collaboratively with product, engineering, operations, and legal teams to drive preventative measures and product enhancements.
• Ensure compliance with all relevant consumer protection regulations and industry best practices in complaints handling across all jurisdictions where Square and Afterpay operate.
• Help prepare and present regular reports on complaints performance, insights, and key metrics to senior leadership and relevant stakeholders.
• Represent the company in interactions with regulatory bodies, ombudsmen, and external dispute resolution schemes as needed.
• Develop and deliver training programs to ensure all relevant staff are equipped to handle complaints effectively and in line with company policy.
• Champion a customer-centric approach to complaints resolution, focusing on empathy, transparency, and effective communication.

You Have:

• 3+ years of experience in complaints management, customer operations, escalations support or risk management within the financial services or fintech industry 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.
• Ability to both tactically support the day to day operations, while also driving strategic outcomes for your field.
• In-depth knowledge of consumer protection regulations and industry best practices (e.g., 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 and collaborate effectively across all levels of the organization.
• Demonstrated ability to manage complex projects and initiatives in a fast-paced, evolving environment.

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