Senior Lead, Australia Escalations Support (Square & Afterpay)

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Description

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 in 2014 in Sydney, Australia, Afterpay has over 24 million active customers globally and more than 250,000 of the best retailers around the world including Anthropologie, Revolve, DSW, GOAT, Finish Line, Levi’s, Mac Cosmetics, Ray-Ban and many others. The Role: As the Senior Lead, Australia Escalations Support for both Square and Afterpay , you will be a pivotal leader responsible for overseeing and enhancing our complaints resolution processes across two dynamic and rapidly growing brands, as well as driving escalations operations in our Australia market. This role requires a strategic thinker with deep expertise in complaints handling, regulatory compliance, and customer experience. You will lead a dedicated team, driving continuous improvement in our process and product to ensure fair, efficient, and consistent resolutions that uphold our commitment to customer satisfaction and regulatory adherence. * This role is fully remote based in Australia only. You Will: Lead, mentor, and develop a high-performing team of escalations and complaints specialists, fostering a culture of excellence, accountability, and continuous learning. 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. Implement and optimize complaints management systems and tools to improve efficie

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