We started a movement in which everyone can win – shoppers, retailers, society and every person on our team. To play fair, trust people and reward them for doing the right thing. We see and feel the impact of our work as more and more people gain financial freedom and retailers grow across the globe. Founded in 2014 in Sydney, Australia, Afterpay has over 24 million active customers globally and more than 250,000 of the best retailers around the world including Anthropologie, Revolve, DSW, GOAT, Finish Line, Levi’s, Mac Cosmetics, Ray-Ban and many others. The Role: As the Senior Lead, Australia Escalations Support for both Square and Afterpay, you will be a pivotal leader responsible for overseeing and enhancing our complaints resolution processes across two dynamic and rapidly growing brands, as well as driving escalations operations in our Australia market. This role requires a strategic thinker with deep expertise in complaints handling, regulatory compliance, and customer experience. You will lead a dedicated team, driving continuous improvement in our process and product to ensure fair, efficient, and consistent resolutions that uphold our commitment to customer satisfaction and regulatory adherence. * This role is fully remote based in Australia only. You Will: - Lead, mentor, and develop a high-performing team of escalations and complaints specialists, fostering a culture of excellence, accountability, and continuous learning. - Oversee the end-to-end escalations and complaints lifecycle, from initial receipt and investigation to resolution and communication, ensuring adherence to established SLAs and quality standards. - Implement and optimize complaints management systems and tools to improve efficiency. - You will partner across geo’s with our Complaints Program Lead and Escalations Leads to execute on strategy. - Analyze escalation and complaint trends and root causes to identify systemic issues, working collaboratively with product, engineering, operations, and legal teams to drive preventative measures and product enhancements. - Ensure compliance with all relevant consumer protection regulations and industry best practices in complaints handling across all jurisdictions where Square and Afterpay operate. - Help prepare and present regular reports on complaints performance, insights, and key metrics to senior leadership and relevant stakeholders. - Represent the company in interactions with regulatory bodies, ombudsmen, and external dispute resolution schemes as needed. - Develop and deliver training programs to ensure all relevant staff are equipped to handle complaints effectively and in line with company policy. - Champion a customer-centric approach to complaints resolution, focusing on empathy, transparency, and effective communication. You Have: - 3+ years of experience in complaints management, customer operations, escalations support or risk management within the financial services or fintech industry preferred. - 8+ years of experience in a leadership role, managing and developing teams. - Proven expertise in designing and implementing scalable complaints management processes and systems. - Ability to both tactically support the day to day operations, while also driving strategic outcomes for your field. - In-depth knowledge of consumer protection regulations and industry best practices (e.g., UDAAP, TILA, EFTA, GDPR, CCPA). - Strong analytical skills with the ability to identify trends, analyze root causes, and translate data into actionable insights. - Excellent communication, interpersonal, and negotiation skills, with the ability to influence and collaborate effectively across all levels of the organization. - Demonstrated ability to manage complex projects and initiatives in a fast-paced, evolving environment. We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to identity or other legally protected class. We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page. Block is a globally distributed company and this role will require working with other employees in multiple time zones. You may be required to perform work outside of normal business as part of this role Application Guidelines Candidates may submit up to 9 active applications within a 60-day period. Reapplications to the same role are accepted 90 days after a previous application has been reviewed. Use of AI in Our Hiring Process We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws. Contact us here with hiring practice or data usage questions. Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block. Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we’re helping build a financial system that is open to everyone. Privacy Policy

• You will ensure the smooth daily operation of our services by providing telephone and email support • You will work scheduled shifts, with appropriate shift bonuses for night shifts, Sundays, or pre-determined holidays. • You make sure that our drivers and passengers feel supported in all matters and always help them in their questions or concerns • You will care for customer satisfaction and making sure that issues are resolved • You will have plenty of opportunity to grow with your tasks and responsibilities if you so choose, and increase your compensation accordingly

Via is using technology to transform transportation around the world. From changing a single person’s daily commute to reducing humanity’s collective environmental footprint — we’ve got huge goals. As we continue to expand in Europe, we are looking for a Customer Service Representative. You will work with our Operations team to build and operate our outstanding on-demand services. You can expect a comprehensive introduction to operations, technology management, and on-demand mobility. You will be part of an emerging team and experience the dynamics of the mobility industry first-hand. This job can be done remotely, as long as you are based in Germany. What You’ll Do: - You will ensure the smooth daily operation of our services by providing telephone and email support - You will work scheduled shifts, with appropriate shift bonuses for night shifts, Sundays, or pre-determined holidays. - You make sure that our drivers and passengers feel supported in all matters and always help them in their questions or concerns - You will care for customer satisfaction and making sure that issues are resolved - You will have plenty of opportunity to grow with your tasks and responsibilities if you so choose, and increase your compensation accordingly Who You Are: - You speak fluent German (C2 or native) and English (C1 or C2) - You are a good communicator and able to always find the right tone in different contexts - You enjoy providing advice and support over the phone - You remain calm even in stressful situations and are able to develop creative solutions in real time - Even if you don’t have experience as a call center employee, you’re here to learn and want to deliver a great service - You’re passionate about our mission to enable accessibility to mobility and reduce the world's carbon footprint - You are technology-savvy and enjoy working with modern IT tools. What We Offer - 100% work from home, as long as you’re based in Germany - State of the art hardware for you to perform your work worry free - The possibility of working for a company who has a strong mission of improving the quality of life for those who need it most - €15.40 base hourly rate for a 40-hour work week, which can be more depending on the shifts and hours you work. - 30 days of vacation per year We’re Via, and we build technology that changes the way the world moves. We’re driven by a simple mission: to create modern and efficient public transportation systems that provide far greater access to jobs, healthcare, and education. With our best in class suite of products, we make transit thrive. Our teams of worldclass engineers, data-scientists, product managers, operations specialists, marketers, transit experts and more bring cutting-edge AI-powered software and innovative technology-enabled operations to our partners across the globe. Founded in 2012, Via builds solutions to digitize, automate, and enable data-driven decision making for entire transportation networks; fixed-route buses, microtransit, paratransit, school buses, autonomous vehicles, and more. If you’re excited to be at the forefront of modernizing the future of transportation, are up for solving tough problems, and willing to become/already are a transit nerd, we are the place for you. Even if your past experience doesn’t align perfectly with every qualification in the job description for this role, we encourage you to apply. You may be just the right candidate for this or other opportunities. Ready to join the ride? Via is an equal opportunity employer. #LI-RB1

• You will ensure the smooth daily operation of our services by providing telephone and email support • You will work scheduled shifts, with appropriate shift bonuses for night shifts, Sundays, or pre-determined holidays. • You make sure that our drivers and passengers feel supported in all matters and always help them in their questions or concerns • You will care for customer satisfaction and making sure that issues are resolved • You will have plenty of opportunity to grow with your tasks and responsibilities if you so choose, and increase your compensation accordingly