Complaints Specialist

Company Description

Since we first opened our doors in 2009, the world of commerce has evolved immensely - and so has Square. After enabling anyone to take a payment and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn't work together. So we expanded into software and started building integrated, omnichannel solutions - to help sellers sell online, manage inventory, run a busy kitchen, book appointments, engage loyal buyers, and hire and pay staff. And across it all, we've embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow all in one place.

Today, we're a partner to sellers of all sizes - large, enterprise-scale businesses with complex commerce operations, sellers just starting out, as well as merchants who began selling with Square and have grown larger over time. As our sellers scale, so do our solutions. We all grow together.

There is a massive opportunity in front of us. We're building a business that is big, meaningful, and lasting. And we are helping sellers around the world do the same.

**Job Description**:
Square Complaints Management is a team of experienced product and policy experts within the Customer Success organization, who specialize in the investigation, resolution, root cause analysis and reporting of complaints received across the Seller organization. This team serves as the primary escalation path for customers who raise complaints via organizations such as the Australian Financial Complaints Authority (AFCA). Through these interactions, Complaints Management aims to protect and repair the relationship between Square and our Sellers, while identifying opportunities to improve Advocate performance and the customer experience.

We are seeking a highly motivated and resourceful Program Specialist who not only excels at complaint resolution but also has an analytical mindset and experience with process improvement. Reporting to the Complaints Program Manager, you will build out world-class operations, assist with the program's quarterly audit process, and partner with cross-functional stakeholders to implement program enhancements. Complaints Management has a wealth of insight into the customer experience, and it will be up to you to analyze, communicate, and lead change on these high impact opportunities to improve Customer Success.

**You will**:

- Be responsible for the investigation, resolution, root cause analysis and reporting of complaints received through the Square organization or other regulatory agencies.
- Manage our partnership with AFCA, ensuring compliance with their requirements and establishing a strong relationship with their investigations team.
- Provide guidance and support to Complaint Managers when investigating complex or ambiguous complaints.
- Work cross functionally with teams such as Legal, Compliance and Privacy to verify process and procedure.
- Assist with transaction testing during our quarterly program audit.
- Develiver on program enhancements recommended during the audit process.
- Refine both internal and customer-facing processes to improve the team's efficacy and efficiency in promoting the customer experience
- Aggregate and share insights from quantitative and qualitative data to help influence training, content, policy, coaching needs, and product features

**Qualifications**:
**You have**
- 2 years of experience in a Customer-facing environment
- 1 year experience handling high-risk inquiries such as Regulatory, Legal or Consumer Protection Complaints.
- Comfort with all things data: extraction, visualization, analysis, etc.
- Demonstrated experience with influencing and communicating cross-functionally
- A passion for Square and creating stellar customer experiences.
- Demonstrated ability to lead others through ambiguity and change.

**Optional**
- Experience building and scaling standard operating procedures.
- Past product and/or project management experience.

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 a workplace that is fair and square? Check out our _**_I+D page_**_._**

**Perks**

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