Customer Support Complaints & Escalations Advocate
Core
Resolve complex escalated customer complaints for Afterpay/Clearpay, ensuring fair outcomes and regulatory compliance while supporting front-line teams.
Role type
Senior IC customer support specialist (escalations & complaints)
Builds
Fair customer outcomes and improved first-contact resolution processes
Domain
Financial services / Consumer credit / Regulatory compliance
Deliverable
client delivery
Required skills
Escalation management, regulatory compliance (FCA), omnichannel support, stakeholder collaboration, process improvement, KPI management, conflict resolution, analytical mindset, time management
Preferred skills
Experience with vulnerable customers, tenacity in problem-solving
Technologies
Phone, messaging, social media channels
Responsibilities
Investigate and resolve escalated complaints per policy frameworks; manage multiple cases simultaneously; support front-line teams to reduce escalations; analyze complaint trends and recommend process improvements; partner with stakeholders to resolve complex issues; ensure SLAs and quality metrics are met by offshore teams.