Customer Support Complaints & Escalations Advocate

Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams — People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more — provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more.

Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block.

As a member of our Internal Dispute Resolution team (Escalations) you will help solve our customer’s most complex issues. Working in collaboration with a mix of both onshore and offshore teams you will join our complaints team, striving for excellence in every ticket. Working within our Global Complaints Policy you will be responsible for supporting, upholding, and promoting internal policies and processes in order to achieve fair outcomes for customers raising a complaint, and escalating through our customer service teams.

• 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 requirements.
• Manage multiple complaint cases simultaneously in an efficient and effective manner in accordance with standard operating procedures.
• Provide support to our front-line team members to help improve first point resolution (and reduce Escalations if possible).
• 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.
• 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.
• Partner with operational leadership to ensure complaint SLAs, efficiency metrics, and quality expectations are being met by offshore support teams.
• Balance quality, productivity and service standards in your day to ensure KPIs are delivered.

• Minimum of 2 - 3 years experience in Customer Service roles, with specific Escalations / Complaints Experience.
• Experience working in a regulated financial services role under FCA regulations.
• Experience in service delivery in an omnichannel environment - across phone, messaging and social media channels.
• A self-motivated, analytical mindset and thrive in dynamic environments with evolving priorities.
• Strong time management skills.
• Excellent written and verbal communication skills.
• Experience in staying calm and providing support to difficult or vulnerable customers over the phone.
• 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.

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…