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.š
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.āļø
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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