Block
Our purpose is economic empowerment.
Hybrid

Customer Service Escalation Advocate, Afterpay

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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.
Job Description
We are seeking a results focused individual with a naturally positive mindset, who has a strong background in customer service delivery responsibilities in resolving customer service complaints/ dispute resolution.
As an Escalations Team Member of our Internal Dispute Resolution (IDR) process you will 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. You will join a team of passionate Afterpay Advocates who love solving customer problems in a fast paced environment.
This role is responsible for:

  • Provide support to the Customer Service team for escalated complaints, where first level resolution team members have not been able to resolve.
  • Investigate, manage, and resolve escalated customer complaints where first level resolution team members have not been able to resolve in accordance with Afterpay / Clearpay complaint management policy frameworks, including our obligations to regulatory frameworks
  • Manage multiple dispute cases simultaneously in an efficient and effective manner in accordance with standard operating procedures
  • Focus on providing a supportive customer experience and ensuring timely and fair outcomes are achieved in line with internal and regulatory requirements. Be willing to support prioritization of our most pressing issues and find a solution with stakeholders
  • You will build expertise in our products, technology and procedures to deliver the best possible support to our team members and customers
  • Provide support to our front-line team members to help improve first point resolution (and reduce Escalations if possible)
  • Stay alert to trends in complaints, customer and front-line team feedback in daily routine; alert Leaders and make recommendations to improve processes as required
  • Develop productive working relationships with a range of stakeholders across the Operations team (and often with Product or Technology stakeholders) to support the resolution of customer complaints
  • Balance quality, productivity and service standards in your day to ensure KPIs are delivered
  • Other tasks and ad hoc projects within the scope of the role may be required from time to time, including supporting the launch of new products or licensed servicing requirements.


* Please Note: This role requires that the advocate sit within 50 miles of our Oakland Office. This may offer some remote opportunity, but the home address must be within Oakland, CA.
Qualifications

  • Minimum 2 years experience in Customer Service delivery roles with specific Escalations / Complaints experience
  • You champion the customer experience and can quickly form relationships and establish trust, respect, competence and confidence with our customers
  • Experience in service delivery in an Omnichannel environment and strong digital experience (Email, messaging and social media channels)
  • Self- driven team player, and a logical thinker that likes to work in a fast-paced and challenging and change driven 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


Qualifications

  • Minimum 2 years experience in Customer Service delivery roles with specific Escalations / Complaints experience
  • You champion the customer experience and can quickly form relationships and establish trust, respect, competence and confidence with our customers
  • Experience in service delivery in an Omnichannel environment and strong digital experience (Email, messaging and social media channels)
  • Self- driven team player, and a logical thinker that likes to work in a fast-paced and challenging and change driven 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
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What are Block Perks + Benefits

Block Benefits Overview

At Block, we want to provide you with benefits, perks, and offerings that empower you to make choices for your life and what matters to you. We understand the importance of having quality care. So, whatever stage of life you’re in, we offer coverage and plans to support total health — physical, mental, and financial — for you and your family.

Culture
Volunteer in local community
Partners with nonprofits
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Wellness days
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Pay transparency
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Fertility benefits
Vacation + Time Off
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Floating holidays
Bereavement leave benefits
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Relocation assistance
Fitness stipend
Professional Development
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks
Personal development training
Virtual coaching services
Apprenticeship programs

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