Senior Lead, Australia Escalations Support (square & Afterpay)
Block
Melbourne, Australia
On-site
Complaints management systems and tools
Consumer protection regulations
Customer-centric approach
Lead, mentor, and develop a high-performing team of escalations and complaints specialists, fostering a culture of excellence, accountability, and continuous learning
Job Summary
Lead, mentor, and develop a high-performing team of escalations and complaints specialists, fostering a culture of excellence, accountability, and continuous learning.
Analyze escalation and complaint trends and root causes to identify systemic issues, working collaboratively with product, engineering, operations, and legal teams to drive preventative measures and product enhancements.
Represent the company in interactions with regulatory bodies, ombudsmen, and external dispute resolution schemes as needed.
Matching Summary
Lead, mentor, and develop a high-performing team of escalations and complaints specialists, fostering a culture of excellence, accountability, and continuous learning.
Skills & Requirements
Must-have
Complaints management systems and tools
Consumer protection regulations
Customer-centric approach
Root cause analysis
Regulatory compliance
Nice-to-have
Continuous learning culture
Strategic thinking
Cross-functional collaboration
Key Requirements
3+ years in complaints management, customer operations, escalations support, or risk management
8+ years in a leadership role
Proven expertise in designing and implementing scalable complaints management processes and systems