Customer Service Escalations Team Leader

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, 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.

**Job Description**:
We are seeking a results focussed individual with a naturally positive mindset, who has a strong background in leading a team and service delivery responsibilities in resolving customer service complaints/ dispute resolution.

As a Escalations Team Leader of our Internal Dispute Resolution (IDR) process you will be managing and mentoring a team of approximately 8- 10 people who help solve our customer's most complex issues. We strive to solve their issues and allow them to get back to their day with ease. This role requires us to do that at all times working within the guardrails of our Afterpay Complaints Management framework.

**_ This role is responsible for:_**
- Leading the Escalations Team (IDR process) who provide support to the Customer Service team for escalated complaints, where first level resolution team members have not been able to resolve
- Manage and monitor Escalations workflow, incoming requests and queue management in accordance to required policies and procedures to provide a supportive customer experience and ensuring timely and fair outcomes are achieved
- Ensure the team investigate, manage, and resolve customer requests and complaints, in accordance with policies and procedures to deliver the best possible customer outcome
- Act as an escalation point for the Escalations Team and take personal ownership and ensure resolution of Escalations as required; lead from the front in solving customer issues as needed
- Monitor quality, productivity and service standards of the team to ensure KPIs are delivered and Afterpay complaint management policy frameworks are met, including our obligations to regulatory frameworks
- Ensure feedback loops / coaching data is shared on trends back to front line Customer Service teams to help improve first point resolution (and reduce Escalations if possible)
- Partner with and escalate to External Dispute Resolution (EDR) Leaders and team members to stay connected to complaint themes and best practice resolution approaches and help evolve dispute resolution at Afterpay globally
- Provide performance management for developing employees
- Analyse Escalation complaint data, report on trends to the business, and make recommendations to improve processes. Includes but not limited to input to Complaint Reporting and ongoing Complaint Reviews to ensure key insights are understood and addressed
- Respond to and support Customer Service Teams in management of technology Incidents impacting customer service delivery as required
- Develop productive working relationships with a range of stakeholders across the Operations team and where required product and technology to resolve customer complaints
- Manage in a omnichannel environment which includes messaging and other social media platforms
- Other tasks and ad hoc projects within the scope of the role may be required from time to

**Qualifications**:

- Minimum 2 years experience in Customer Service Leadership roles with specific Escalations / Complaints experience
- You will possess the ability to effectively manage performance and coach team members in order to maximise performance and ensure great service is delivered
- 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
- Self
- driven team player, and a logical thinker that likes to work in a fast-paced and challenging environment
- Strong time management skills
- Excellent written and verbal communication skills
- Strong attention to detail and the tenacity to seek a solution to a problem
- Bachelor's degree (or equivalent)

Other
- The global nature of our team may require this role work flexibly from time to time in order to to connect to colleagues who operate in North America, UK and Spain

Additional Information

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive