Customer Success Advocate, Afterpay

We are seeking a results focused individual with a naturally positive mindset, who has a strong background in customer service delivery responsibilities in resolving customer service complaints/ dispute resolution.

As an Escalations Team Member of our Internal Dispute Resolution (IDR) process you will help solve our customer's most complex issues. We strive to solve their issues and allow them to get back to their day with ease. This role requires us to do that at all times working within the guardrails of our Afterpay Complaints Management framework. 

You will join a team of passionate Afterpay Advocates who love solving customer problems in a fast paced environment.

To be considered for this position, you must be located within 50 miles of our Oakland, CA office. Please note that this is a remote position with occasional (monthly) office opportunities.

Availability to work flexible hours between 7:00am - 7:00pm CST, with required weekend coverage, is also required.

Standardized Hourly Rate: 

$34/hr.

You Will

1. Provide support to the Customer Service team for escalated complaints, where first level resolution team members have not been able to resolve.
2. Investigate, manage, and resolve escalated customer complaints where first level resolution team members have not been able to resolve in accordance with Afterpay / Clearpay complaint management policy frameworks, including our obligations to regulatory frameworks
3. Manage multiple dispute cases simultaneously in an efficient and effective manner in accordance with standard operating procedures
4. Focus on providing a supportive customer experience and ensuring timely and fair outcomes are achieved in line with internal and regulatory requirements. Be willing to support prioritization of our most pressing issues and find a solution with stakeholders
5. You will build expertise in our products, technology and procedures to deliver the best possible support to our team members and customers
6. Provide support to our front-line team members to help improve first point resolution (and reduce Escalations if possible)
7. Stay alert to trends in complaints, customer and front-line team feedback in daily routine; alert Leaders and make recommendations to improve processes as required
8. Develop productive working relationships with a range of stakeholders across the Operations team (and often with Product or Technology stakeholders) to support the resolution of customer complaints
9. Balance quality, productivity and service standards in your day to ensure KPIs are delivered
10. Other tasks and ad hoc projects within the scope of the role may be required from time to time, including supporting the launch of new products or licensed servicing requirements.

You Have

1. Minimum 2 years experience in Customer Service delivery roles with specific Escalations / Complaints experience
2. Ability to champion the customer experience and can quickly form relationships and establish trust, respect, competence and confidence with our customers
3. Experience in service delivery in an Omnichannel environment and strong digital experience (Email, messaging and social media channels)
4. Ability to be a self-driven team player and a logical thinker that likes to work in a fast-paced and challenging and change driven environment
5. Strong time management skills
6. Excellent written and verbal communication skills
7. Strong attention to detail and the tenacity to seek a solution to a problem

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 an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.