Customer Support Complaints & Escalations Advocate (Fully Remote)

Block; United States; Remote; USD 50,000 - 75,000; Full time

Job summary

Block is a technology company that builds products to increase access to the global economy, with brands like Square, Cash App, and Afterpay. We are seeking an experienced customer service professional to manage escalated cases and collaborate with leadership to meet quality and SLA targets.

The role requires 2–3 years in customer service with escalations, a background in FCA-regulated financial services, and strong communication and analytical skills.

Qualifications

• 2–3 years customer service with escalations experience.
• FCA-regulated financial services background.
• Strong communication and analytical skills.

Responsibilities

• Resolve escalated customer complaints per policy and regulatory requirements.
• Support frontline teams to improve first-point resolution.
• Manage multiple cases and identify complaint trends.
• Partner with leadership to meet SLAs and quality goals.

Skills

Customer service

Escalations

Communication

Analytical skills

Job description

• Resolve escalated customer complaints per policy and regulatory requirements.
• Support frontline teams to improve first-point resolution.

You Will:

• Manage multiple cases and identify complaint trends.
• Partner with leadership to meet SLAs and quality goals.

You Have:

• 2-3 years customer service with escalations experience.
• FCA-regulated financial services background.
• Strong communication and analytical skills.

Block

Block is a technology company that builds products to increase access to the global economy, with brands like Square, Cash App, and Afterpay. It is a large publicly traded company that values inclusion and economic empowerment across all teams.