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Block · 1 day ago

Customer Service Escalation Advocate

United States

Full-time

Remote

Entry, Mid Level

$26.30/hr - $39.47/hr

2+ years exp

Block is a company that focuses on increasing access to the global economy through its various brands. They are seeking a Customer Service Escalation Advocate to resolve complex customer complaints and enhance the customer experience while adhering to their complaint management policies.

Financial Services

H1B Sponsor Likely

Responsibilities

Provide support to the Customer Service team for escalated complaints, where first level resolution team members have not been able to resolve

Investigate, manage, and resolve escalated customer complaints where first level resolution team members have not been able to resolve in accordance with Afterpay / Clearpay complaint management policy frameworks, including our obligations to regulatory frameworks

Manage multiple dispute cases simultaneously in an efficient and effective manner in accordance with standard operating procedures

Focus on providing a supportive customer experience and ensuring timely and fair outcomes are achieved in line with internal and regulatory requirements. Be willing to support prioritization of our most pressing issues and find a solution with stakeholders

You will build expertise in our products, technology and procedures to deliver the best possible support to our team members and customers

Provide support to our front-line team members to help improve first point resolution (and reduce Escalations if possible)

Stay alert to trends in complaints, customer and front-line team feedback in daily routine; alert Leaders and make recommendations to improve processes as required

Develop productive working relationships with a range of stakeholders across the Operations team (and often with Product or Technology stakeholders) to support the resolution of customer complaints

Balance quality, productivity and service standards in your day to ensure KPIs are delivered

Other tasks and ad hoc projects within the scope of the role may be required from time to time, including supporting the launch of new products or licensed servicing requirements

Qualification

Customer Service ExperienceDispute ResolutionOmnichannel Service DeliveryTime ManagementLogical ThinkingWritten CommunicationVerbal CommunicationAttention to DetailTeam Player

Required

Minimum 2 years experience in Customer Service delivery roles with specific Escalations / Complaints experience

Ability to champion the customer experience and can quickly form relationships and establish trust, respect, competence and confidence with our customers

Experience in service delivery in an Omnichannel environment and strong digital experience (Email, messaging and social media channels)

Ability to be a self-driven team player and a logical thinker that likes to work in a fast-paced and challenging and change driven environment

Strong time management skills

Excellent written and verbal communication skills

Strong attention to detail and the tenacity to seek a solution to a problem

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

Represents job field similar to this job

Trends of Total Sponsorships

2025 (257)

2024 (253)

2023 (260)

2022 (297)