Customer Service Channel Lead, Afterpay

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.

**The Role**

We are looking for a deeply experienced Customer Service Channel Lead to inspire, lead and help evolve our global Afterpay customer service model to deliver an effortless customer experience and help grow our business. You will have two primary focus areas
- The direct leadership and accountability of the Australia and New Zealand (ANZ) Customer Service Team (both our own internal talent and offshore Partner (Supplier / BPO) resources).
- Delivery of our Afterpay Customer Service strategy globally

You will influence and inspire a team of passionate team members and their leaders, coaching them to success while you help to shape and achieve our customer experience strategy. Working in partnership with your CS Peer accountable for UK / NA Customer Service teams you will help optimize our contact channels, including in-app messaging and voice, while developing and strengthening Afterpay's performance and effortless experience culture across Customer Service.

You will serve as a senior Operations leader primarily working with Operations stakeholders and Partners and when needed inside the company, working with functions such as Product, Marketing, Compliance and Legal to protect and respond to Afterpay's strategic agenda, customer expectations and regulatory obligations. You'll manage the ANZ Customer Service operation but also have global accountability relating to the CS strategy to ensure we achieve Afterpay's and the wider Block Customer Operations strategic priorities and underpin our obsession with creating an effortless experience for our customers and people.

You will report to the Afterpay Loan Servicing Lead and be based in Melbourne, AU with hybrid working arrangements.

**You Will**
- Set and maintain planning and performance review disciplines across operational teams including Partners to deliver on 24*7 service delivery commitments
- Drive performance to meet OPEX and service delivery obligations for customer service globally for region (ANZ) and ensure a global performance model is in place for FTE / headcount management and efficiency and customer experience deliverables such as but not limited to Contact Rate, Response and handle time, TTR, Quality, CSat and Complaint handling timelines
- Work in Partnership with Block Customer Operations operational support partners such as Workforce Optimisation (WFO) and Vendor Management to define and achieve global CS resource model and Partner performance metrics
- Utilize deep product and industry knowledge to implement and improve on best practices while serving as a cross-functional leader and advocacy role model for support
- Coach and mentor Leaders with a focus on professional development and upstream, preventative, future-proof thinking
- Own the improvement roadmap and drive improvements in customer satisfaction / quality (CSAT, QA, Complaint reduction) and efficiency (TTR, AHT) across channels by understanding the struggle and support needs of our customers and how our teams can best respond
- Own the efficiency and quality balance of the Customer Success operation, smartly investing in both, while incorporating cost considerations, to help maximise our investments in our people and build our talent for the future
- Develop and manage the metrics to measure the growth, performance and impact of the team, and set goals and provide progress updates
- Ability to lead diverse teams (direct employees, Partners, across timezones, operationally and project focused)
- Developing and leading end-to-end holistic project plans and ensuring on-time delivery of critical initiatives
- Gather and synthesize relevant data, suggesting improvem