Remote Escalations Advocate for Complex Customer Issues

Channel Sales Support Agent - Block; Greater London; Hybrid; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Remote work

Medical insurance

Flexible time off

Retirement savings plans

Family planning

Job summary

Block, Inc. is seeking a detail‑driven Escalations Specialist to handle complex customer complaints in a regulated financial services context.

You will work across onshore and offshore teams, upholding the Global Complaints Policy and supporting frontline staff to improve outcomes and reduce escalations. The role emphasizes analytical thinking, strong communication, and resilience in a fast‑paced, multilingual support environment.

Qualifications

• Experience handling escalations/complaints in a regulated environment (FCA)
• Ability to manage multiple cases and meet SLAs
• Strong written and verbal communication under pressure

Responsibilities

• Investigate, manage, and resolve escalated customer complaints per policy frameworks.
• Manage multiple cases simultaneously per standard operating procedures.
• Support front-line teams to improve first-point resolution.
• Monitor complaint trends; alert Leaders and propose process improvements.
• Collaborate with Operations, Product, and Technology to resolve issues.
• Ensure complaint SLAs, metrics, and quality expectations are met by offshore teams.
• Balance quality, productivity, and service standards to meet KPIs.

Skills

Escalations/Complaints

Regulated financial services

Omnichannel support

Time management

Excellent communication

Job description

Block, Inc. is seeking a detail‑driven Escalations Specialist to handle complex customer complaints in a regulated financial services context.

You will work across onshore and offshore teams, upholding the Global Complaints Policy and supporting frontline staff to improve outcomes and reduce escalations. The role emphasizes analytical thinking, strong communication, and resilience in a fast‑paced, multilingual support environment.