Senior Lead Australia Escalations Support

Skills

About the Role

You will lead a high performing team of escalations and complaints specialists, overseeing the end to end lifecycle from receipt to resolution. You will ensure adherence to SLAs and quality standards, implement and optimize complaints management systems, analyze trends and root causes to drive improvements, ensure compliance with consumer protection regulations, and report on performance to senior leadership. You collaborate with product, engineering, operations and legal to prevent issues and enhance the customer experience.

Requirements

• 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.

Responsibilities

• You lead, mentor, and develop a high performing team of escalations and complaints specialists, fostering a culture of excellence, accountability, and continuous learning.
• You 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.
• You implement and optimize complaints management systems and tools to improve efficiency.
• You partner across geo's with our Complaints Program Lead and Escalations Leads to execute on strategy.
• You 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.
• You ensure compliance with all relevant consumer protection regulations and industry best practices in complaints handling across all jurisdictions where Square and Afterpay operate.
• You help prepare and present regular reports on complaints performance, insights, and key metrics to senior leadership and relevant stakeholders.
• You represent the company in interactions with regulatory bodies, ombudsmen, and external dispute resolution schemes as needed.
• You develop and deliver training programs to ensure all relevant staff are equipped to handle complaints effectively and in line with company policy.
• You champion a customer centric approach to complaints resolution, focusing on empathy, transparency, and effective communication.

Benefits

• Remote work
• Medical insurance
• Flexible time off
• retirement savings plans
• Modern family planning