Merchant Administrator
Our Company
Afterpay is transforming the way we pay by allowing customers to receive products immediately and pay for their purchases over four installments, always interest-free. The service is completely free for customers who pay on time - helping people spend responsibly without incurring interest, fees or extended debt!
Afterpay is offered by more than 55,000 of the world’s best retailers and has more than 10 million active customers globally. In the U.S. more than 5 million customers use Afterpay and is offered by more than 15,000 of the top fashion and beauty retailers across the country - including Anthropologie, Forever 21, DSW, GOAT, Finish Line, Levi’s, Mac Cosmetics, Ray-Ban and many others. We are currently available in Australia, New Zealand, the United States and the United Kingdom where the brand is called Clearpay. Our U.S. headquarters are located at the heart of the retail and business district in San Francisco, California.
Afterpay is on a mission to power an economy in which everyone wins.
About the Role
Come join our Customer Service team and assist our merchants and retailers with a seamless experience. We are passionate about our consumers and our merchants. Come join the team and help us bring our merchants together within the Afterpay family!
What You'll Do
-Facilitate dispute resolution on behalf of consumers with our retail partners
-Identify ‘problem’ merchants and take prompt action to avoid escalated issues
-Partner with risk and sales team on fact finding, ways to mitigate high risk merchants
-Follows and contributes to established processes and guidelines in daily activities to do what is right for merchants and Afterpay, adhering to all applicable laws and regulations
-Update bank details for existing merchants and create merchant credentials in Admin Portal
-Handle in-bound queries (phone and email) from new and existing retail partners to meet Service Level Agreements
-Highlight and facilitate process improvement opportunities to reduce friction and improve customer/merchant satisfaction
-Operational support including daily settlement & reconciliation, facilitate refunds process and as collections team expands support customer debt validation
-Leveraging customer and merchant expertise serve as voice of customer and end to end triage support as issues are presented
-Ability to make solid decisions balancing risk / regulation /cost
Who You Are
-Proven track record of relationship management / service delivery
-Knowledge of how to facilitate conflict resolution to negotiate a win-win outcome for all
-Ability to remain calm under pressure
-Experience with engaging consumers and merchants confidently and effectively via phone call and email
-Experience working in an environment with individual and team goals where goals were routinely met or exceeded
-Impeccable written and verbal communication skills
-Thrives in a multitasking environment and can adjust priorities on-the-fly
What We Offer
-Competitive compensation
-Medical, dental, vision insurance (100% covered!)
-Mobile reimbursement and travel/commuter benefits
-Beautiful/trendy office space in downtown San Francisco
-Fun company events & collaborative team
-Supportive, laid-back environment
How to Apply
If you are brave, if you are committed to doing the right thing, if you always keep it real, and your background matches the description above then please apply today!
Afterpay is continuing to hire for all open roles with all interviewing and on-boarding done virtually due to COVID-19. All new team members, in addition to current staff, will temporarily work from home until it is safe to return to our offices