Customer Experience Manager (Complaints / BBB Experience Preferred)

| San Francisco
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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 Opportunity 


Managing Afterpay customer complaints that arise from the Better Business Bureau or another regulatory or state agency. Must independently analyze the situation, research, interpret policy, and use good judgment and skill within and outside of existing policies to determine and execute an effective and satisfactory resolution within the required response deadline. The Customer Experience Manager is responsible for the identification and management of process improvement projects for customer experience. The ideal candidate must be a team player, relationship builder and comfortable interacting with employees across all teams and levels and Afterpay customers. This individual is highly motivated, possesses high emotional intelligence and has a passion for technology, customers, and problem solving. He or she is successful at working collaboratively across departments and organizational boundaries. 


We are much more than our job descriptions, but here’s where you will begin….

Reporting to the Head of Customer Operations of our North America business, key responsibilities will include:


- Collaborate with Global Service Delivery and Operations leadership to develop strategic plans and establish priorities to improve, monitor, and to continuously assess and refine the complaint management and customer strategic direction to align with growth and business objectives of the company 

- Identify opportunities for improvement in the overall customer experience while maintaining strong relationships with Customer Service, Risk Management, Compliance, and Legal departments

- Manage Complaint Management Policy and Process. Monitors and measures complaint management to ensure resolution within the established timeframes and addresses customer complaint concerns 

- Drafts quarterly complaint root cause analysis including generating various complaint volume and trend reports for inclusion in the quarterly review presented to the committee

- Routinely analyzes customer satisfaction survey results to evaluate feedback and customer resolution 

- Identifies any corrective action plan and analyze for trending and opportunities to improve product, process, knowledge base training 

- Advocate for the customer by translating localized needs or trends into actionable insights for internal lines of business, with the aim of reducing the number of customers who churn or fall into collections and improving our product offering

- Work collaboratively and influence other departments representing Voice of the Customer to promote customer satisfaction success and implement solutions

- Educate through customer stories, building internal empathy and understanding 

- Lead day to day problem solving with internal team members, as well as with client teams


Who are you? (Qualifications) 

Like us, you’ll be deeply committed to delivering positive outcomes for customers and passionate about shaping the future of Afterpay.


- Excellent writing skills to formulate acceptable complaint responses and respond timely to complex, high risk, non-litigated customer complaints including key state regulatory agencies and the Better Business Bureau.

- Motivated individual able to manage and prioritize competing tasks

- Ability to work in a dynamic, fast-paced environment and meet tight deadlines.

- Excellent interpersonal and communication skills and ability to communicate with multiple audiences

- Outstanding leadership and organization skills, with the ability to prioritize multiple projects that run simultaneously 

- Strong quantitative, analytical and problem-solving skills

- Ability to work independently and collaboratively in a cross functional and team-oriented environment

- Possesses a positive and enthusiastic attitude towards customers and internal team members. 

- Genuinely enjoys building relationships and has extreme passion for customer advocacy

- Leverages data to drive performance that impacts the customers experience


How we reward you. We have a pay for performance culture so you can expect to be rewarded for high performance. We pride ourselves on fairness and offer a competitive total reward package made up of salary, incentives and benefits including the opportunity to enroll in our share matching plan. 


We have a strong focus on health and wellbeing at Afterpay as we aim to support you to succeed in both your career and personal lives, such as providing employees with a corporate membership to Headspace. We offer a wide range of insurance programs so you have the flexibility to choose what is best for you. Afterpay covers 100% of the employee cost and 75% of the cost of your dependents. 


We value diversity and a collaborative and inclusive environment where everyone feels they belong is important to us.


How to Apply: We don’t know what the future holds. That’s the exciting part; we show up and make it happen. If you’re brave, if you’re committed to doing the right thing and excited by this opportunity, click apply now!.


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

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • cssLanguages
    • htmlLanguages
    • kafkaLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • SpringFrameworks
    • MySQLDatabases
    • TeradataDatabases

Location

We are excited to transition to a hybrid working arrangement as we open our new headquarters this fall, working from the office at least two days/week

An Insider's view of Afterpay

How does your team reward individual success?

Our People team created a recognition survey so as a manager, I can see how each individual on my team prefers to receive recognition for a job well done. This is snacks for some, time off for others. At a fast-growing, hyper-dynamic organization like Afterpay, our teams are working at speed. Sharing even little forms of rewards goes a long way.

Alison Meyer

Industry Marketing Director

What does your typical day look like?

The thing I love most about my job is that there is no typical day. It's usually a mix of cross-functional meetings, customer interviews, making presentations, reviewing product requirements, analyzing and interpreting data, interviewing candidates for roles at Afterpay, and planning what will be on our Product roadmap in the coming months.

Sunil Parekh

Director of Product, Consumer Experience

What makes someone successful on your team?

Success here is to have ownership of your projects. This means responsibility, being proactive in moving projects forward, collaborating across teams, and knowing projects inside out, from implementation details to business impact. It's being curious, creative, motivated, and tenacious. It’s awesome to see your work impact customer experience.

Jose Picado

Software Engineer

How do you make yourself accessible to the rest of the team?

I believe in an open-door mindset, which is one should be always available for being reached out. With full transparency of my schedule, I'm clear that my calendar is always up-to-date so they should feel free to book any time slot. I am also active on our communication channels. When not available, I always give an estimation when I'll reach back.

Han Qin

Director of Engineering

How does the company support your career growth?

My managers have been extremely thoughtful and great listeners. They’ve helped steer my roles and responsibilities in a way that adds value to the company and also supports my personal goals and career growth.

Kiersten Abueg

Marketing Associate

What are Afterpay Perks + Benefits

Afterpay Benefits Overview

We play fair and reward you for doing the right thing. We pride ourselves on fairness and offer equitable and competitive compensation. You will receive medical, vision and dental insurance - 100% covered. You will enjoy working from our beautiful office space in San Fransisco and feel trusted to work flexibly, remaining connected to smart people in all our locations.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Recreational clubs
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Continuing education available during work hours

Additional Perks + Benefits

We have a pay for performance culture so you can expect to be rewarded for high performance. We pride ourselves on fairness and offer a competitive total reward package made up of salary, incentives and benefits including the opportunity to enroll in our share matching plan.

We have a strong focus on health and wellbeing at Afterpay as we aim to support you to succeed in both your career and personal lives, such as providing employees with a corporate membership to Headspace. We offer a wide range of insurance programs so you have the flexibility to choose what is best for you. Afterpay covers 100% of the employee cost and 75% of the cost of your dependents.

We value diversity and a collaborative and inclusive environment where everyone feels they belong is important to us.

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