Customer Service Regional Leader, North America

Company Description

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

Check out our locations, benefits, and more at cash.app/careers.

Job Description

We are seeking a highly motivated, deeply experienced leader to inspire, lead and help evolve our global Afterpay customer service model to deliver an effortless customer experience and support the growth of our business. This role is focused on the direct leadership and accountability of the North America (NA) Customer Service Team, both our own internal talent and Partner (Supplier / BPO) resources.

You will influence and inspire a team of passionate team members and their leaders, coaching them to success while you play a key role in helping to shape and deliver on our customer experience strategy. You will help optimize our contact channels, including in-app messaging and voice, while developing and reinforcing Afterpay’s performance and effortless experience culture across NA Customer Service. 

In this role, you will serve as a senior Operations leader primarily working with Operations stakeholders and Partners and when needed inside the company, working with functions such as Product, Engineering, Compliance and Legal to protect and respond to Afterpay’s strategic agenda, customer expectations and regulatory obligations. You’ll manage the NA Customer Service operation to ensure we achieve Afterpay’s strategic Operations priorities and underpin our obsession with creating an effortless experience for our customers and people. 

This role focuses on execution to meet our customer and  business commitments as well as influencing and collaborating with global stakeholders to help define the future for our global operation.

This role is responsible for:

• Lead the day to day customer service delivery of our Supplier Partners and specialist in-house teams (including complaint handling / Escalations teams)  for the NA region
• Drive performance to meet OPEX and service delivery obligations for region including FTE / headcount management as well as  efficiency and customer experience deliverables such as but not limited to Contact Rate, Response and handles time, TTR, Quality, CSat and Complaint handling timelines
• Partner management and performance for NA region; including accountability of performance to agreed objectives including NA specific Operations regulatory and licencing obligations 
• Ensure daily, weekly, monthly and quarterly rhythms are in place to support the performance of the region in a 24/7 operating model. Partnering with Operations cross functional Leads including WFM, Learning, Service Excellence and Complaints to deliver on Operations initiatives. 
• Role model leading and managing with Insights, gathering and synthesizing relevant data; stay connected with performance data and customer contact trends to understand drivers of results. Be able to communicate insights from day to day customer experience, team results  or suggesting process improvement. 
• Coaching and mentoring leaders and  team members with a focus on professional development and performance outcomes across the team 
• Build implementation plans and drive execution with and through direct team, global Operations colleagues and Partners to ensure operational readiness for planned change or incident responses as required

Qualifications

To be successful in this role you will have: 

• 15+ years of relevant CS operations work experience, with 10+ years of multi-tier (managing managers) people management experience required at companies with significant scale
• Proven people leader; engage the team around a vision and solve problems or delivery amazing results with and through a team
• Past product and/or project management experience and deep background operating in complex operations 
• Experience  building, optimizing, leading B2C Customer Success operations, particularly in a fast-paced startup or tech