Block

3 months ago

Senior Lead, Australia Escalations Support (Square & Afterpay)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Senior Lead for Australia Escalations Support across Square and Afterpay; leads a team of escalations and complaints specialists, overseeing end-to-end complaints lifecycle, ensuring regulatory compliance, and driving process improvements to deliver fair, efficient resolutions and customer satisfaction in a fintech environment.

Location: Melbourne

Workplace: Remote

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Sr. Manager level

Key Responsibilities

•Lead, mentor, and develop a high-performing team of escalations and complaints specialists, fostering a culture of excellence, accountability, and continuous learning.
•Oversee the end-to-end escalations and complaints lifecycle, from initial receipt and investigation to resolution and communication, ensuring adherence to established SLAs and quality standards.
•Implement and optimize complaints management systems and tools to improve efficiency.
•Partner across geo’s with our Complaints Program Lead and Escalations Leads to execute on strategy.
•Analyze escalation and complaint trends and root causes to identify systemic issues, working collaboratively with product, engineering, operations, and legal teams to drive preventative measures and product enhancements.

Pay and Benefits

Perks:Remote WorkHealth InsuranceRetirement Savings

Key Requirements

•3+ years of experience in complaints management, customer operations, escalations support or risk management within the financial services or fintech industry preferred.
•8+ years of experience in a leadership role, managing and developing teams.
•Proven expertise in designing and implementing scalable complaints management processes and systems.
•Ability to both tactically support day-to-day operations, while also driving strategic outcomes for your field.
•In-depth knowledge of consumer protection regulations and industry best practices (e.g., UDAAP, TILA, EFTA, GDPR, CCPA).

Experience:FintechFinancial services

Skills:CommunicationLeadershipProblem-solving

Languages:English

Company Brief

Block

Builds financial services and commerce tools to empower businesses and individuals, operating products such as Square, Cash App, Spiral (Bitcoin initiatives), TIDAL, and developer-focused payment and banking solutions.

Industry: Fintech Infrastructure

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2009

Website LinkedIn

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Block

3 months ago

Senior Lead, Australia Escalations Support (Square & Afterpay)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Location: Melbourne

Workplace: Remote

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Sr. Manager level

Key Responsibilities

•Lead, mentor, and develop a high-performing team of escalations and complaints specialists, fostering a culture of excellence, accountability, and continuous learning.
•Oversee the end-to-end escalations and complaints lifecycle, from initial receipt and investigation to resolution and communication, ensuring adherence to established SLAs and quality standards.
•Implement and optimize complaints management systems and tools to improve efficiency.
•Partner across geo’s with our Complaints Program Lead and Escalations Leads to execute on strategy.
•Analyze escalation and complaint trends and root causes to identify systemic issues, working collaboratively with product, engineering, operations, and legal teams to drive preventative measures and product enhancements.

Pay and Benefits

Perks:Remote WorkHealth InsuranceRetirement Savings

Key Requirements

•3+ years of experience in complaints management, customer operations, escalations support or risk management within the financial services or fintech industry preferred.
•8+ years of experience in a leadership role, managing and developing teams.
•Proven expertise in designing and implementing scalable complaints management processes and systems.
•Ability to both tactically support day-to-day operations, while also driving strategic outcomes for your field.
•In-depth knowledge of consumer protection regulations and industry best practices (e.g., UDAAP, TILA, EFTA, GDPR, CCPA).

Experience:FintechFinancial services

Skills:CommunicationLeadershipProblem-solving

Languages:English

Company Brief

Block

Industry: Fintech Infrastructure

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2009

Website LinkedIn