Senior Lead, Complaints Management

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn't work together.
So we expanded into software and started building integrated, omnichannel solutions - to help sellers sell online, manage inventory, offer buy now, pay later functionality, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we've embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.
Today, we are a partner to sellers of all sizes - large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We're building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.
The Role
As the Senior Lead of Complaints Management for both Square and Afterpay, you will be a pivotal leader responsible for overseeing and enhancing our complaints resolution processes across two dynamic and rapidly growing brands. This role requires a strategic thinker with deep expertise in complaints handling, regulatory compliance, and customer experience. You will lead a dedicated team, driving continuous improvement in our complaint management framework to ensure fair, efficient, and consistent resolutions that uphold our commitment to customer satisfaction and regulatory adherence.
You Will

• Develop and execute a comprehensive complaints management strategy for Square and Afterpay, aligning with business objectives and regulatory requirements.
• Lead, mentor, and develop a high-performing team of complaints specialists and managers, fostering a culture of excellence, accountability, and continuous learning.
• Oversee the end-to-end complaints lifecycle, from initial receipt and investigation to resolution and communication, ensuring adherence to established SLAs and quality standards.
• Implement and optimize complaints management systems and tools to improve efficiency, data accuracy, and reporting capabilities.
• Analyze 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.
• Ensure compliance with all relevant consumer protection regulations and industry best practices in complaints handling across all jurisdictions where Square and Afterpay operate.
• Prepare and present regular reports on complaints performance, insights, and key metrics to senior leadership and relevant stakeholders.
• Represent the company in interactions with regulatory bodies, ombudsmen, and external dispute resolution schemes as needed.
• Develop and deliver training programs to ensure all relevant staff are equipped to handle complaints effectively and in line with company policy.
• Champion a customer-centric approach to complaints resolution, focusing on empathy, transparency, and effective communication.

You Have

• 3+ years of experience in complaints management, customer operations, or risk management within the financial services or fintech industry preferred.
• 8+ years of experience in a leadership role, managing and developing teams, preferably leading supervisors/managers.
• Proven expertise in designing and implementing scalable complaints management processes and systems.
• 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.

We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.
We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build a workplace that is fair and square? Check out our I+D page .
While there is no specific deadline to apply for this role, U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.
Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
To find a location's zone designation, please refer to this resource . If a location of interest is not listed, please speak with a recruiter for additional information.
Zone A:
$148,700 - $223,100 USD
Zone B:
$138,300 - $207,500 USD
Zone C:
$130,900 - $196,300 USD
Zone D:
$123,400 - $185,200 USD
Use of AI in Our Hiring Process
We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws.
Contact us at [email protected] with hiring practice or data usage questions.
Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.
Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we're helping build a financial system that is open to everyone.