Support Content Lead

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 in 2014 in Sydney Australia Afterpay has over 11 million active customers globally and more than 64000 of the worlds best retailers around the world including Anthropologie Revolve DSW GOAT Finish Line Levis 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.

The Role

The Support Content Lead sits within Blocks Learning & Content Operations team and is dedicated to Afterpay. You will lead a team of content specialists and process creators responsible for developing and maintaining high-quality support documentation across Afterpays full suite of products.

In this role youll set the strategy for Afterpay support content coach and develop a team and partner with stakeholders in Product Compliance Risk Marketing and frontline operations to ensure customers and advocates can quickly access accurate actionable information. Your work will improve both self-service for customers and case-handling efficiency for support teams directly shaping the Afterpay experience at global scale.

Work from anywhere: This role can be performed from any location in Australia.

You Will

• Lead coach and develop a team of writers and strategists fostering growth accountability and high performance.
• Delegate and align work across the team ensuring priorities and launch timelines are clear and met.
• Own the Afterpay content strategy in collaboration with product compliance and operations partners aligning team resources to deliver on business priorities.
• Manage the content intake and ticketing system driving improvements in automation reporting triage and prioritization.
• Build guides templates onboarding materials and scalable processes that increase team efficiency and consistency.
• Report on core metrics and KPIs (e.g. Help Center audits content performance contact rates) and provide insights and recommendations to leadership and stakeholders.
• Build strong partnerships with cross-functional stakeholders especially frontline operations to ensure content reflects real customer and advocate needs.
• Represent the value and impact of the Content team across Afterpay and Block bringing visibility to successes and surfacing opportunities for continuous improvement.

You Have

• 4 years of experience in content operations technical writing or knowledge management.
• 4 years of formal or informal people management experience including coaching and developing others.
• Strong experience creating and managing technical/product content with examples of owning large-scale projects and delivering measurable improvements.
• Proven ability to translate complex regulated or technical concepts into clear and actionable resources.
• A data-driven mindset with experience setting and reporting against KPIs and SLAs.
• Strong communication and interpersonal skills with the ability to break down complex topics and build trusted partnerships.
• Comfort operating in ambiguous fast-paced environments and driving clarity for your team.
• Hands-on experience with tools like Salesforce Zendesk Contentful Jira Asana Notion or Confluence.

Even Better You Have

• Direct experience with Afterpay products and workflows.
• Financial services or technology industry experience.
• Experience leading enterprise CMS transformations or scalable content strategy initiatives.
• Background in business process improvement knowledge gap analysis or regulatory compliance.

Technologies We Use and Teach

• Contentful (knowledge management)
• Salesforce & Zendesk (knowledge delivery and support tools)
• Jira & Asana (project and workflow management)
• Notion & Confluence (team documentation)
• Google Workspace (collaboration and drafting)

Were 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 identity or 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 were doing to build a workplace that is fair and square Check out our ID page.

Block is a globally distributed company and this role will require working with other employees in multiple time zones. You may be required to perform work outside of normal business as part of this role.