Customer Service Escalation Advocate

Who you are

You have experience in customer service, particularly in handling escalated complaints where initial resolutions have not been satisfactory. You understand the importance of adhering to internal policies and regulatory requirements while striving for excellence in customer interactions. You are adept at managing multiple cases simultaneously, ensuring that each customer feels valued and heard. Your ability to work collaboratively with diverse teams, both onshore and offshore, is a key strength that you bring to the role. You are committed to achieving fair outcomes for customers and have a passion for resolving issues effectively.

What you'll do

As a Customer Service Escalation Advocate at Block, you will be responsible for investigating and managing escalated customer complaints. You will work within the framework of Afterpay and Clearpay's complaint management policies, ensuring compliance with regulatory obligations. Your role will involve collaborating with various teams to resolve complex issues efficiently. You will be expected to uphold and promote internal policies while striving for excellence in every ticket you handle. Your ability to manage multiple complaint cases simultaneously will be crucial in maintaining high standards of customer service. You will also contribute to the continuous improvement of complaint resolution processes, providing feedback and insights based on your experiences.

What we offer

At Block, we offer a dynamic work environment where you can grow your skills and make a meaningful impact. You will be part of a high-performing team that values collaboration and excellence. We encourage you to apply even if your experience doesn't match every requirement, as we believe in the potential of diverse talents. Join us in our mission to transform the way customers manage their spending and be part of a company that is committed to building a financial system that is open to everyone.