Join a movement in which everyone can win.
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 five years ago in Sydney, Australia, Afterpay has over 11 million active customers globally and more than 64,000 of the world's best retailers around the world including Anthropologie, Revolve, DSW, GOAT, Finish Line, Levi's, Mac Cosmetics, Ray-Ban and many others.
Afterpay is on a mission to power an economy in which everyone wins.
Afterpay is completely free for customers who pay on time – helping people spend responsibly without incurring interest, fees or extended debt.
Afterpay empowers customers to access the things they want and need, while still allowing them to maintain financial wellness and control, by splitting payments in four, for both online and in-store purchases.
Afterpay is deeply committed to delivering positive outcomes for customers.
We are focused on supporting our community of shoppers.
We trust in the next generation and share a vision of a more accessible and sustainable world in which people are rewarded for doing the right thing.
We are seeking a results focused individual with a naturally positive mindset, who has strong skills to assist the Operations Support Team Leaders in implementing strategies to manage process queues to ensure we are delivering on SLAs and providing exceptional service for internal and external stakeholders.
As an SME Process Specialist you will be responsible for; Driving strong customer service strategies to ensure internal and external stakeholders are supported.
Work, manage and monitor workflows, incoming requests, escalations, approvals and queue management in accordance with delegated authority, required policies and procedures to provide a supportive customer experience and ensuring timely and fair outcomes are achieved Assist Operations Support Team Leader in monitoring the quality, productivity and service standards of the team to ensure SLAs are met Support and be involved with the creation and implementation of projects and strategies Other tasks and ad hoc projects within the scope of the role may be required from time to time Collaborate with internal and external stakeholders on developing creative solutions to resolve customer friction.
Assist Operations Support Team Leader in coaching team members and providing peer to peer feedback (performance conversations) Step up and lead the team during periods where the Operations Support Team leader is on leave.
Be actively involved in regular Calibration sessions with QA team and suppliers to ensure that an understanding of expectations is met.
Conduct upskilling, L&D training and sessions Meet with offshore Team Leaders on a daily basis to understand queue volumes, actions and staffing POC for incident management ensuring all team members are up to date with incident progres/remediation Skills & Experience To be successful in this role you will have: Experience in a Customer Service or Operations Support role Previous experience working with third party partners would also be beneficial Experience with Workforce Management and Workflow tools, such as Playvox, Zendesk.
Strong knowledge and understanding of all relevant legislation, including Debt Collections Guidelines, BNPL Code, NCCP and Australian Privacy Principles Data Analysis and Insight capability; Proven examples of ability to identify and understand process trends / themes and to formulate meaningful insights from this for action or attention Experience working within an Omnichannel environment and strong digital experience (Email, messaging and social media channels) Self- driven team player, and a logical thinker that likes to work in a fast-paced and challenging environment Excellent written and verbal communication skills Strong time management skills A passion to mentor, motivate, encourage and celebrate positive individual and team results Strong attention to detail and the tenacity to seek a solution to a problem Other The global nature of our team may require this role to work flexibly from time to time in order to connect with colleagues and partners who operate in other regions.
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 Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services.
Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy.
Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services.
With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin.
Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects.
Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans.
TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.
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