This role sits within our Afterpay / Clearpay (UK Brand) Customer Service team and will play a key role in ensuring we meet our Service Delivery obligations specific to a number of speciality global processes across a number of different aspects of Customer Service Support (such as Social Media, Payment Investigations and Remediation activity when required).
We are passionate about delivering an effortless customer experience measured through fast and easy resolution. This role leads a team focused on solving customer problems every day. As a CS Global Support Team Leader you will have accountability for the performance of a local team alongside a 24*7 offshore team(Partner based).
Given the constantly evolving nature of our business and operation; the scope of processes cared for within the Global Support team will likely evolve over time
Primary reporting line:
Customer Service Operations Manager
Key responsibilities:
Responsible for the service delivery (measured through Time to Resolve, Average Speed to Answer, QA and Productivity goals) of key Customer Service (CS) speciality processes; primarily focused on Social Media servicing channels and Payment Investigations service contacts.
Play a key role in identifying internal tech incidents impacting customers / service delivery and partnering with Global CS leaders and the wider Operations community to build and implement remediation plans as required from Tech incidents. Liaise with other functions as needed to solve issues from time to time (Product, Marketing, Legal and Compliance)
Run the Global Support Team; participate and lead daily, weekly and monthly operating rhythms that drive our CS engine; such as daily huddles, team meetings and weekly, fortnightly and monthly process performance reviews both internally and with Partner teams as required
Coach, performance manage and support the development as per guidelines for direct reports and work in consultation with Partner TLs / Managers to ensure Parter team members performance meets expectations
Prepare weekly/monthly Operations reports and lead partner performance reviews as needed
Team leadership in a contact centre environment
Self-starter with a positive forward thinking / “ can do” attitude who is results focused and a real performance driver
As a ‘hands on’ coach you are prepared to roll your sleeves up and support the team - coaching experience is crucial to this role
Proven experience working in a team environment; preferably remote teams in multiple locations including outsource partners
Excellent interpersonal and communication skills
Experience in front line customer service; understand the importance and balance of speed, quality and cost in managing service
We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, based solely on the core competencies required of the role at hand, and without regard to any legally protected class.
We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build an inclusive workplace? Check out our Inclusion & Diversity page
Perks
We want you to be well and thrive. Our global benefits package includes:
Block is a globally distributed company and this role will require working with other employees in multiple time zones. You may be required to perform work outside of normal business as part of this role
Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.
