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Block · 21 hours ago

Customer Success Analyst, Afterpay

Oakland, CA, United States of America

Full-time

Onsite

Entry, Mid Level

$92K/yr - $138K/yr

2+ years exp

Block is a company committed to building a more inclusive economy through its various brands, including Afterpay. The Customer Success Analyst role involves integrating operational excellence with strategic evolution to ensure customer retention and satisfaction while representing customer needs in strategic decisions.

Financial Services

H1B Sponsor Likely

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

Operational ExcellenceProcess ImprovementData AnalysisCross-Functional LeadershipProduct KnowledgeCustomer RetentionProject ManagementSoft Skills

Required

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

Block

Glassdoor3.9

Block is one company built from many blocks, all united by the same purpose of economic empowerment.

Founded in 1990

Oakland, California, US

10001+ employees

https://block.xyz/

H1B Sponsorship

Block 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

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Trends of Total Sponsorships

2025 (257)

2024 (253)

2023 (260)

2022 (297)