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Block · 7 hours ago

Senior Lead, Complaints Management

United States

Full-time

Remote

Senior Level, Lead/Staff

$123K/yr - $223K/yr

8+ years exp

Block is a technology company focused on increasing access to the global economy. The Senior Lead of Complaints Management will oversee and enhance the complaints resolution processes for Square and Afterpay, ensuring compliance and a customer-centric approach to complaints resolution.

Financial Services

H1B Sponsor Likely

Responsibilities

Develop and execute a comprehensive complaints management strategy for Square and Afterpay, aligning with business objectives and regulatory requirements

Lead, mentor, and develop a high-performing team of complaints specialists and managers, fostering a culture of excellence, accountability, and continuous learning

Oversee the end-to-end 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 efficiency, data accuracy, and reporting capabilities

Analyze 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

Ensure compliance with all relevant consumer protection regulations and industry best practices in complaints handling across all jurisdictions where Square and Afterpay operate

Prepare and present regular reports on complaints performance, insights, and key metrics to senior leadership and relevant stakeholders

Represent the company in interactions with regulatory bodies, ombudsmen, and external dispute resolution schemes as needed

Develop and deliver training programs to ensure all relevant staff are equipped to handle complaints effectively and in line with company policy

Champion a customer-centric approach to complaints resolution, focusing on empathy, transparency, and effective communication

Qualification

Complaints managementRegulatory complianceCustomer experienceAnalytical skillsLeadershipProject managementInterpersonal skillsNegotiation skillsCommunication skills

Required

3+ years of experience in complaints management, customer operations, or risk management within the financial services or fintech industry preferred

8+ years of experience in a leadership role, managing and developing teams, preferably leading supervisors/managers

Proven expertise in designing and implementing scalable complaints management processes and systems

In-depth knowledge of consumer protection regulations and industry best practices (e.g., UDAAP, TILA, EFTA, GDPR, CCPA)

Strong analytical skills with the ability to identify trends, analyze root causes, and translate data into actionable insights

Excellent communication, interpersonal, and negotiation skills, with the ability to influence and collaborate effectively across all levels of the organization

Demonstrated ability to manage complex projects and initiatives in a fast-paced, evolving environment

Benefits

Remote work

Medical insurance

Flexible time off

Retirement savings plans

Modern family planning

Company

Block

Glassdoor3.9

Block is one company built from many blocks, all united by the same purpose of economic empowerment.

Founded in 1990

Oakland, California, US

10001+ employees

https://block.xyz/

H1B Sponsorship

Block has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2025 (227)

2024 (253)

2023 (260)

2022 (297)