Australia Escalations & Complaints Leader

Block, Inc; City of Melbourne; Remote; AUD 180,000 - 260,000; Full time

Benefits offered by this job

Remote work

Medical insurance

Flexible time off

Retirement savings plans

Family planning support

Job summary

Block, Inc. in Australia is seeking a Senior Lead, Australia Escalations Support to oversee complaints handling across Square and Afterpay.

You will lead a remote team, ensure timely investigations, and drive improvements in processes to deliver fair, compliant resolutions. This senior role requires 8+ years in leadership, 3+ years in complaints management, and strong knowledge of consumer protection rules.

Qualifications

• 3+ years in complaints management or risk within fintech.
• 8+ years in a leadership role managing teams.
• Designing scalable complaints processes.
• Strong knowledge of consumer protection regulations.

Responsibilities

• Lead and develop a high-performing escalations team.
• Oversee end-to-end complaints lifecycle with SLAs.
• Implement improvements to complaints systems.
• Collaborate across geo's with program leads and escalation leads.
• Analyze trends and drive preventative product changes.
• Ensure compliance with consumer protection rules across jurisdictions.
• Present reports on performance to senior leadership.
• Represent the company with regulators and external schemes.
• Deliver training to staff on complaints handling.
• Champion customer-centric, transparent resolutions.

Skills

Complaints management

Leadership

Escalations handling

Regulatory knowledge

Job description

Block, Inc. in Australia is seeking a Senior Lead, Australia Escalations Support to oversee complaints handling across Square and Afterpay.

You will lead a remote team, ensure timely investigations, and drive improvements in processes to deliver fair, compliant resolutions. This senior role requires 8+ years in leadership, 3+ years in complaints management, and strong knowledge of consumer protection rules.