Service Excellence Specialist, Afterpay

Full-time

Company Description

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible. This is our mission, and it’s why working at Cash App means so much more than a job.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

Check out our locations, benefits, and more at cash.app/careers!

Job Description

The purpose of the Service Excellence Specialist is to support the Global Customer Service team to deliver an effortless experience.

Primary reporting line:

Service Excellence Team Leader

Responsibilities:

Manage work queue (received as tickets in Zendesk) to ensure timely response and resolution
Support the Service Excellence Manager with Ops Readiness Activities including writing and deploying comms to agents
Prepare policies, standard operating procedures, and any other relevant support documentation to ensure that the information is current and accurate
Identify process improvements and conduct coaching to increase staff knowledge and skills
Perform gap analysis of as is state to identify standardisation opportunities to support global scale
Champion Effortless Experience approach to reduce effort for customer, merchants, and staff
Built and leverage reports to uncover actionable insights

Qualifications

Experience in building continuous improvement metrics and effectively engaging with stakeholders to set and drive quality goals.
Experience working with geographical diverse teams is a plus.
Familiarity with Zendesk is a plus.
Time management skills that complement a balanced approach to prioritising work and managing expectations.
Strong attention to detail and curiosity to uncover the best outcome.
Excellent written and verbal communications skills – ability to interface with management and peers, specific strength in influencing decision makers and managing expectations
Proven ability to deliver results in a high speed and agile working environment.

Additional Information

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 a workplace that is fair and square? Check out our I+D page.

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.