Senior Lead, Australia Escalations Support (Square & Afterpay)
About the job
The Senior Lead, Australia Escalations Support at Afterpay and Square is a pivotal job that focuses on enhancing complaints resolution processes across two dynamic brands. This position plays a crucial role in driving escalations operations in the Australian market, ensuring customer satisfaction and regulatory compliance. The team values a culture of excellence, accountability, and continuous learning, working collaboratively to achieve strategic outcomes.
You'll be responsible for
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Leading and mentoring a high-performing team
Lead, mentor, and develop a high-performing team of escalations and complaints specialists, fostering a culture of excellence, accountability, and continuous learning.🔄
Overseeing escalations and complaints lifecycle
Oversee the end-to-end escalations and complaints lifecycle, from initial receipt and investigation to resolution and communication, ensuring adherence to established SLAs and quality standards.⚙️
Implementing complaints management systems
Implement and optimize complaints management systems and tools to improve efficiency.Key criteria
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Complaints management experience
3+ years in complaints management within financial services or fintech.View
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Leadership experience
8+ years managing and developing high-performing teams.View
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Regulatory knowledge
In-depth understanding of consumer protection regulations and best practices.View
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