Customer Experience Manager (Complaints / BBB Experience Preferred)
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