Customer Operations • Senior

Who you are

You have a strong background in complaints management, with a proven track record of enhancing resolution processes in a fast-paced environment. Your strategic thinking skills enable you to identify areas for improvement and implement effective solutions. You understand the importance of customer satisfaction and are committed to ensuring that complaints are handled efficiently and effectively. Your leadership experience allows you to guide teams towards achieving their goals while fostering a culture of continuous improvement.

You possess excellent communication skills, enabling you to collaborate effectively with cross-functional teams and stakeholders. You are adept at analyzing data to inform decision-making and drive improvements in complaints management. Your ability to think critically and solve problems will be essential in navigating complex complaints and ensuring a positive outcome for customers.

Desirable

Experience in the financial services or technology sectors is a plus, as is familiarity with omnichannel solutions. You are comfortable working with diverse teams and can adapt to changing priorities in a dynamic environment. A background in customer service or operations management will further enhance your ability to succeed in this role.

What you'll do

As the Senior Lead of Complaints Management, you will oversee the complaints resolution processes for both Square and Afterpay. Your primary responsibility will be to enhance these processes, ensuring that they are efficient and effective in addressing customer concerns. You will work closely with various teams to identify trends in complaints and develop strategies to mitigate them.

You will lead a team of complaints management professionals, providing guidance and support as they navigate complex customer issues. Your leadership will be crucial in fostering a culture of accountability and excellence within the team. You will also be responsible for training and developing team members, ensuring they have the skills and knowledge necessary to excel in their roles.

In addition to managing the team, you will collaborate with other departments to improve the overall customer experience. This may involve working with product teams to address recurring complaints or partnering with marketing to communicate effectively with customers. Your ability to analyze data will help you identify areas for improvement and measure the success of implemented changes.

What we offer

At Block, we are committed to building a diverse and inclusive workplace where everyone can thrive. We offer competitive compensation and benefits, including health insurance, retirement plans, and opportunities for professional development. You will have the chance to work with innovative technologies and contribute to meaningful projects that impact customers worldwide. Join us in our mission to create a financial system that is open to everyone.