People Matter

Merchant Support Representative



Customer Service
Melbourne, VIC, Australia
Posted on Tuesday, July 9, 2024

Company Description

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

Check out our locations, benefits, and more at

Job Description

As one of Afterpay’s Merchant Support Experience team members, you’ll be responsible for handling inbound queries from our Merchant partners assisting with questions and queries. This is a critical consumer facing role and we pride ourselves in delivering a seamless service to all of our merchants. We offer a blended contact strategy for our partners, the majority of which will be handled via voice alongside digital.

This role is based in Melbourne, VIC with hybrid working model (1-2 times a week in the office).

  • Handle in-bound contact(Voice & Digital) from new and existing retail partners whilst meeting Service Level Agreements, including making outbound calls to the merchant and other business areas where appropriate
  • Support on-boarding sessions with new and potential merchants by answering questions and providing insight into how the product works and how to sign up
  • Update core details relating to existing merchants, which include bank details etc.
  • Take ownership of designated queries and drive through to resolution
  • Create merchant credentials in Admin Portal (our in-house system)
  • Facilitate general account management queries and liaise with relevant business functions, seeking resolution
  • Facilitate dispute resolution on behalf of consumers with our retail partners by investigating/information gathering and delivering clear and accurate information to be reviewed
  • Identify ‘problem’ merchants and take prompt action to highlight to relevant stakeholders to avoid escalated issues
  • Continuously highlight process improvement opportunities to reduce friction and improve customer/merchant satisfaction
  • Make solid decisions balancing risk/regulation & cost impacts
  • Provide support across other functional areas to ensure business priorities are delivered


  • Proven track record of working within customer service

  • Ability to work a blended contact strategy (voice and digital)

  • Experience of working in an environment with individual and team goals where goals were routinely met or exceeded

  • Experience of working in a business to business environment

Who are you?

  • You are able to effectively and quickly form relationships and establish trust, respect, competence and confidence with our merchants and internal stakeholders

  • You are a reliable, dependable, helpful and dedicated

  • You are able to multitask and are enthusiastic about change

  • You have strong written and verbal communication skills

  • You have good judgement and are a good problem solver

  • You follow through, you show up, and make it happen, fast.

  • You are a self starter and can work under pressure in a fast paced environment

  • You like to keep it real with your actions, be brave with your decisions, do the right thing for all our stakeholders and shape the future with excitement

Additional Information

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, based solely on the core competencies required of the role at hand, and without regard to any 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.


We want you to be well and thrive. Our global benefits package includes:

  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Paid time off
  • Learning and Development resources

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.