Merchant Support Representative, Afterpay

at Afterpay

San Francisco, United States
133 d. ago
About the Job

Company Description

Join a movement in which everyone can win. We started a movement in which everyone can win – shoppers, retailers, society and every person on our team. To play fair, trust people and reward them for doing the right thing. We see and feel the impact of our work as more and more people gain financial freedom and retailers grow across the globe.

Founded five years ago in Sydney, Australia, Afterpay has over 11 million active customers globally and more than 64,000 of the world’s best retailers around the world including Anthropologie, Revolve, DSW, GOAT, Finish Line, Levi’s, Mac Cosmetics, Ray-Ban and many others. Afterpay is on a mission to power an economy in which everyone wins.

Afterpay is completely free for customers who pay on time – helping people spend responsibly without incurring interest, fees or extended debt. Afterpay empowers customers to access the things they want and need, while still allowing them to maintain financial wellness and control, by splitting payments in four, for both online and in-store purchases. Afterpay is deeply committed to delivering positive outcomes for customers. We are focused on supporting our community of shoppers.

We trust in the next generation and share a vision of a more accessible and sustainable world in which people are rewarded for doing the right thing.

Job Description

As Afterpay’s Merchant Administrator you’ll provide first class service delivery to both new and existing merchants. Come join our Customer Service team and assist our merchants and retailers with a seamless experience. We are passionate about our consumers and our merchants. Come join the team and help us bring our merchants together within the Afterpay family!

You Will:

  • Leverage customer and merchant expertise to serve as voice of customer and facilitate dispute resolution
  • Identify ‘problem’ merchants and take prompt action to avoid escalated issues
  • Partner with risk and sales team on fact finding ways to mitigate high risk merchants
  • Follow and contribute to established processes and guidelines in daily activities to do what is right for merchants and Afterpay, adhering to all applicable laws and regulations
  • Update bank details for existing merchants and create merchant credentials in Admin Portal
  • Handle in-bound queries (phone and email) from new and existing retail partners to meet Service Level Agreements
  • Highlight and facilitate process improvement opportunities to reduce friction and improve customer/merchant satisfaction
  • Operational support such as (but not limited to): daily settlement & reconciliation, facilitating refunds process, and supporting customer debt validation as the collection team expands
  • Balance risk, regulation, and cost with day to day decision making


You Have:
  • Proven track record of relationship management / service delivery
  • Knowledge of how to facilitate conflict resolution
  • 1+ years of experience with engaging consumers and merchants effectively by phone call and email
  • Impeccable written and verbal communication skills
  • Multitasking and time management efficiency

Additional Information

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.

Zone A: USD $28.17 - USD $34.42

Zone B: USD $26.20 - USD $32.02

Zone C: USD $22.79 - USD $27.88

Zone D: USD $21.11 - USD $25.82

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.

Benefits include the following:
  • Healthcare coverage
  • Retirement Plans including company match
  • Employee Stock Purchase Program
  • Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance
  • Paid parental and caregiving leave
  • Paid time off
  • Learning and Development resources
  • Paid Life insurance, AD&D. and disability benefits
  • Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources

This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

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 a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.

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.

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.