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.