Customer Service Global Support Team Leader

3 months ago

Melbourne, Australia Afterpay Full time

**Company Description**:

- It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

Check out our locations, benefits, and more at cash.app/careers.

This role sits within our Afterpay / Clearpay (UK Brand) Customer Service team and will play a key role in ensuring we meet our Service Delivery obligations specific to a number of speciality global processes across a number of different aspects of Customer Service Support (such as Social Media, Payment Investigations and Remediation activity when required).

We are passionate about delivering an effortless customer experience measured through fast and easy resolution. This role leads a team focused on solving customer problems every day. As a CS Global Support Team Leader you will have accountability for the performance of a local team alongside a 24*7 offshore team(Partner based).

Given the constantly evolving nature of our business and operation; the scope of processes cared for within the Global Support team will likely evolve over time

**Primary reporting line**:
Customer Service Operations Manager

**Key responsibilities**:
- Responsible for the service delivery (measured through Time to Resolve, Average Speed to Answer, QA and Productivity goals) of key Customer Service (CS) speciality processes; primarily focused on Social Media servicing channels and Payment Investigations service contacts.-
- Play a key role in identifying internal tech incidents impacting customers / service delivery and partnering with Global CS leaders and the wider Operations community to build and implement remediation plans as required from Tech incidents. Liaise with other functions as needed to solve issues from time to time (Product, Marketing, Legal and Compliance)-
- Run the Global Support Team; participate and lead daily, weekly and monthly operating rhythms that drive our CS engine; such as daily huddles, team meetings and weekly, fortnightly and monthly process performance reviews both internally and with Partner teams as required-
- Coach, performance manage and support the development as per guidelines for direct reports and work in consultation with Partner TLs / Managers to ensure Parter team members performance meets expectations-
- Prepare weekly/monthly Operations reports and lead partner performance reviews as needed**Qualifications**:
- Team leadership in a contact centre environment-
- Self-starter with a positive forward thinking / “ can do” attitude who is results focused and a real performance driver-
- As a ‘hands on’ coach you are prepared to roll your sleeves up and support the team - coaching experience is crucial to this role-
- Proven experience working in a team environment; preferably remote teams in multiple locations including outsource partners-
- Excellent interpersonal and communication skills-
- Experience in front line customer service; understand the importance and balance of speed, quality and cost in managing service**Additional Information**:
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, based solely on the core competencies required of the role at hand, and without regard to any 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 an inclusive workplace? Check out our Inclusion & Diversity page

**Perks**

We want you to be well and thrive. Our global benefits package includes:

- Healthcare coverage
- Retirement Plans
- Employee Stock Purchase Program
- Wellness perks
- Paid parental leave
- Paid time off
- Learning and Development resources

Block is a globally distributed company and this role wi

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