Job Description
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 amp;amp; Support specialists across the globe, optimizing operational resources to meet the required Servicing Standards. This Includes:Devising amp; 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 amp;amp; 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 amp;amp; 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 amp;amp; 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
Job Specification