Global Head of Customer Service

Posted a month ago
Main Location
Melbourne, Australia
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Our Company

Afterpay is transforming the way we pay by allowing customers to receive products immediately and pay for their purchases over four installments, always interest-free. The service is completely free for customers who pay on time  - helping people spend responsibly without incurring interest, fees or extended debt!

Afterpay is offered by more than 55,000 of the world’s best retailers and has more than 10 million active customers globally. In the U.S. more than 5 million customers use Afterpay and is offered by more than 15,000 of the top fashion and beauty retailers across the country - including Anthropologie, Forever 21, DSW, GOAT, Finish Line, Levi’s, Mac Cosmetics, Ray-Ban and many others.  We are currently available in Australia, New Zealand, the United States and the United Kingdom where the brand is called Clearpay. Our U.S. headquarters are located at the heart of the retail and business district in San Francisco, California.

Afterpay is on a mission to power an economy in which everyone wins.

The Role

The Global Head of Customer Service is responsible for leading the Customer ServiceStandards for all customers, merchants and employees across the globe. Specifically, we are looking for a seasoned Operations professional who can devise and deliver the global service strategy, scaling into new locations and supporting our mission “Fairness and Financial Freedom for all”.

To be a success in the role you’ll be energetic and resilient, thrive on solving problems, always deliver exceptional customer experiences, and be a champion of our Global Operations teamNorth Star: ‘Exceptional customer care comes from delighting customers at every stage of their Afterpay experience. Our function strives to deliver scalable, simple, easy to use product offerings, self service capability and service excellence when customers need to reach out for help. Happy customers remain loyal, and loyal customers are rewarded.’

Key Responsibilities:

● The primary purpose of this role is to set the global strategy for Customer Service including, leading a team of Customer Service & Support specialists across the globe, optimizing operational resources to meet the required Servicing Standards. This Includes:
●Devising & implementing a comprehensive strategic customer centric approach to servicing across all regions
● Strategic leadership of Snr Operations resources in each region to enhance performance by setting clear and measurable performance measures, and holding teams to account for performance and experience.
● Management of performance of both internal teams and our external suppliers responsible for customers and merchant servicing (approx 500-700FTE), which includes strategic placement of where, who, when and how customer contacts are managed across the globe.
● Using the “Afterpay Way” philosophy and tone of voice to set and manage a framework to protect and enhance the servicing proposition, including assessing risks, implementation of relevant controls and contingency planning.
● Improving NPS (Net Promoter Score), CSAT (Customer Satisfaction), and all other key Operational metrics with the aim of reducing customer effort, agent effort, with a focus on first time resolution.
● Deliver a lowest possible cost service proposition with the best possible customer experience, without compromise.
● Full responsibility for the Customer Service budget globally - setting & meeting Opex targets, and considerate of the aspirations of the organisation.
● Management of all external suppliers, including regular cadence of performance review and audit, and performance management where improvement is required.
● Proactively review and manage risks & create action plans to support where required to both protect and elevate customer experience.
● Ultimate responsibility for risk acceptance/ relevant contingency plan required to ensure customers experience expectations are met, including a robust BCP plan.
● Identify and drive process improvements and business opportunities, with a high degree of complexity and impact to ensure best in class operations, with a particular focus on simplification, operations excellence, self service, and customer experience.

Experience:

● As an experienced Operations Leader, you will have a deep domain expertise in People Leadership, Customer Service & Operations, and have exceptional performance and process management skills to drive continual improvement across everything we do.
● Delivery and outcome focused, with the ability to have impact as an individual as well as influence/ drive others to have impact.
● As a ‘hands on’ leader, you will roll your sleeves up to support the team – a clear thinker with strong communication skills, and an analytical mindset who makes decisions based on data and trusts their instincts.
● Have 100% alignment with the Global Director of Service Excellence to deliver all aspects of an effortless customer experience and scale Operations efficiently.
● Work hand-in-hand with the Global Director of Collections and Support and Global Director of Fraud & Merchant Risk to ensure every experience with our merchants & customers is consistent, and aligned to the global “Afterpay way”.
● Proven experience in setting and executing a Customer Service strategy, short term pivot and alignment to business priorities, and ability to influence relevant stakeholders.
● With a demonstrated ability to ignite passion in others, you must have a deep desire to ensure that we delight our customers during every single experience with Afterpay, and you need to have an infectious way of influencing the global team to achieve this.
● Ability to translate customer pain points into themes, through a deep understanding of process, experience & insights, and use this as data to drive customer impacting change across the organisation. This includes the ability to take complex scenarios, break them down and create / influence simple and straightforward solutions.
● Treats every member of the team (both Afterpay employees and our extended team through partners) as though they are part of the Afterpay family, and an extension of our brand and experience. Passion for people, and a leader who tackles challenges head on, and without compromise.
● Demonstrated Change management in a high paced, scaling operational environment. Ability to pivot and adapt quickly to changing business and customer needs.
● A self-starter and someone who thrives under pressure;
● Resilient, ability to manage multiple competing priorities and think holistically
● Ability to learn quickly, understand complex processes end to end in Operations, and the ability to manage/influence impacts across multiple programs

Minimum Qualifications:
● 15+years of snr leadership experience specialising in Operations and managing global teams
● Varied background showing adaptability and breadth of experience across multiple domains
● Experience in payments, retail or other aligned domains.

Mission
We're a community of women leveraging our connections into top companies to help underrepresented women get the roles they've always deserved. Simultaneously, we work to build truly inclusive hiring processes and environments where women can thrive and not just survive.
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Global Head of Customer Service
Afterpay