Support Content Lead

Afterpay started its mission to power an economy in which everyone wins, enabling customers to pay for purchases over time without interest or fees. Founded in Sydney, Australia, the company now serves over 11 million active customers worldwide and partners with more than 64,000 retailers such as Anthropologie, Revolve, DSW, GOAT, Finish Line, Levi's, Mac Cosmetics and Ray-Ban. Work from anywhere: This role can be performed from any location in Australia. The Role The Support Content Lead sits within Block's 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 Afterpay's full suite of products. In this role, you'll 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 and 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. 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 prioritisation. 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) 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 hours. Block is a proud equal‑opportunity employer. We evaluate all employees and applicants consistently, without regard to identity or other legally protected class. We provide reasonable accommodations to disabled applicants throughout the recruitment process. If you require an accommodation, please contact your recruiter confidentially. We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations and handle personal data in accordance with state and local privacy laws. #J-18808-Ljbffr