Afterpay · 19 hours ago
Customer Success Analyst, Afterpay
United States
Full-time
Remote
Mid, Senior Level
$92K/yr - $138K/yr
5+ years expAfterpay is a company dedicated to empowering customers with financial freedom and supporting retailers globally. The Customer Success Analyst role focuses on integrating operational excellence with strategic evolution, ensuring customer needs are represented in all strategic decisions to enhance retention and satisfaction.
E-CommerceFinTechPaymentsRetail Technology
Responsibilities
Partner with Vendor Management Operations (VMO) as a Line of Business (LOB) expert. Attend key vendor calls to provide deep context on policies, roadmaps, best practices, and supportability constraints, translating LOB objectives into concrete vendor requirements
Serve as the primary business stakeholder for support functions (Vendor Management, Workforce Management, Learning & Development, Quality, & Content), defining requirements and driving accountability
Represent your domain in cross-functional forums and act as a key voice in strategic decisions
Define advocate "confidence" needs (knowledge, tools) for your domain and partner with VMO and L&D to ensure they are delivered at scale
Co-design and oversee vendor pilots for new tools, flows, or experimental work, defining success metrics, feedback loops, and go/no-go criteria
Develop and maintain deep subject matter expertise in your domain's products, policies, tools, and operational mechanics to become the go-to expert
Partner with BPO Operation Managers and VMO leadership to oversee and influence KPI results for your domain (CSAT, FCR, AHT, QA)
Define and contribute to domain-level OKRs
Map the E2E customer journey for your domain. Own and synthesize all customer sentiment (CSAT, NPS, escalations) into a single, unified view of systemic pain points
Own the health of systemic policies, workflows, and tools. Diagnose operational metrics (AHT, FCR, CSAT, and QA) with a technical lens to identify root causes in tooling, policy, or process design
Partner directly with Engineering, Support Product, Compliance, and Risk to ensure all changes are supportable, compliant, and improve the customer (and advocate) experience at scale
Analyze how support experiences impact customer retention and loyalty; translate insights into business impact narratives
Serve as the "Product Experience Liaison" for your domain; translate data-backed analysis into problem briefs and requirements for Product and Engineering partners. Serve as a key stakeholder for all new product launches to define the systemic "support playbook."
Move seamlessly from identifying systemic pain points to designing and driving operational fixes
Design solutions that are not just operationally effective but also scalable, compliant, and maintainable long-term
Leverage both operational credibility and strategic vision to drive alignment across Product, Engineering, Support, and Risk teams
Establish feedback loops that connect operational metrics to strategic insights, creating a virtuous cycle of improvement
Qualification
Required
5-7 years in customer support operations, customer success operations, or related field
2+ years in a strategic or analytical role (e.g., Operations Manager, Senior Analyst, Program Manager)
1+ year driving cross-functional projects with Product, Engineering, or Operations teams
Demonstrated ability to analyze operational metrics, identify root causes, and design solutions
Proven success influencing outcomes without direct authority
Preferred
Deep product or policy knowledge in a relevant domain (e.g., FinTech, payments, risk)
Experience with process improvement methodologies (e.g., Six Sigma, Lean)
Track record of designing and scaling solutions across multiple business units
Comfort with ambiguity and ability to thrive in fast-moving environments
Benefits
Remote work
Medical insurance
Flexible time off
Retirement savings plans
Modern family planning
Company
Afterpay
Afterpay allows shoppers to receive products immediately and pay in four simple installments over a short period of time. It is a sub-organization of Block.
501-1000 employees
H1B Sponsorship
Afterpay has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (17)
2024 (23)
2023 (45)
2022 (52)
2021 (43)
2020 (23)
Funding
Current Stage
Public CompanyTotal Funding
$565.7MKey Investors
Mitsubishi UFJ Financial GroupTencentCoatue
2021-08-01Acquired
2020-08-20Post Ipo Equity
2020-05-03Post Ipo Equity· $248.7M
Leadership Team
Nick Molnar
Co-founder and Co-CEO of Afterpay
L
Laura Nadler
US CFO
Recent News
Payments Dive
2025-12-03
Company data provided by crunchbase