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Senior Manager, Global Merchant Support

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Block

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Location:
Australia, Melbourne

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The Customer Service Group Lead - Merchant plays a critical role in managing the success of the SMB CS Merchant Experience function within the Afterpay / Loan Servicing Customer Operations organisation and its support of the overall Commerce business unit. This includes proactive management of product and business change to ensure there is no adverse impact to Merchants and the readiness of our teams, as well as management, to lead the reactive elements where things don't go according to plan.

Job Responsibility:

  • Accountable for service delivery across each of our global Merchant SMB CS teams
  • meeting overall service levels, compliance and regulatory obligations, ensuring great Merchant experiences, and focusing on maintaining employee engagement and strong partner relationships
  • Coaching and mentoring Team Leaders and executing on our Cust Ops people strategy for the SMB Merchant CS teams
  • Own the improvement roadmap and drive improvements in customer satisfaction / quality (CSAT, QA, Complaint reduction) and efficiency (TTR, AHT) across channels by understanding the support needs of our Merchants and building improvement strategies
  • Partner with Ops stakeholders such as Quality, WFO, Vendor Management, Content and Learning to deliver on service delivery expectations
  • Leverage technology to ensure we are delivering the most efficient and effective service through channel optimisation
  • Partner with the Product teams, to ensure new product delivery roadmaps are delivered with the merchant experience and compliance at the centre of the design and execution
  • Proactively review and manage risks & create action plans to support where required to both protect the business and champion merchant experience
  • 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 cost optimisation, simplification, operations excellence, self service, and merchant experience
  • Achieving high quality, balanced outcomes through solid partnerships with teams/stakeholders such as Product, Risk, Finance, Compliance & Policy teams
  • Ensure harmonisation of process and strategies across like Block Customer Ops teams to drive the best possible merchant experience
  • Participate as the Senior Leader Operations Forums and support the overall execution of the Block Customer Ops and Afterpay / Commerce strategy

Requirements:

  • 5+ years contact centre experience
  • navigating omnichannel environment meeting service levels and partnering with various Ops stakeholders to formulate insights to maintain and improve quality and productivity
  • Demonstrated Change management in a high paced, scaling operational environment
  • Experience in managing Operations processes/teams across multiple regions/ timezones
  • Expert stakeholder managements skills with the ability to partner with teams and department leaders
  • Excellent communication skills across a number of mediums (verbal, written and presentation)
  • 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

Nice to have:

  • A relevant BA/BS degree or related experience
  • Deep understanding of regulatory requirements and challenges including licensure obligations
  • Remote, global team management experience
What we offer:
  • Remote work
  • medical insurance
  • flexible time off
  • retirement savings plans
  • modern family planning

Additional Information:

Job Posted:
December 06, 2025

Work Type:
Hybrid work
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