other
Posted Jun 18Lead, Customer Advocacy
at Affirm
United StatesRemote
Responsibilities
- Lead and develop a high-performing team •
- Manage, coach, and develop a team of Customer Advocacy Associates •
- Drive team performance using key metrics such as productivity, quality, customer outcomes, and service levels •
- Foster a high-performing, engaged team environment that operates effectively in a fast-paced, evolving environment •
- Deliver exceptional customer outcomes •
- Resolve complex and highly escalated customer complaints with efficiency, empathy, and sound judgment •
- Review and respond to sensitive, high-risk complaints, reinforcing and shaping the “Voice of Affirm” •
- Represent and advocate for the complaints function in cross-functional forums to ensure consistent, high-quality customer experiences
- Own operational excellence across internal and external partners •
- Own QA operations and processes, ensuring consistent, high-quality complaint handling across the team •
- Evolve QA frameworks to maintain depth, rigor, and scalability as the organization grows •
- Own vendor performance and accountability for third-party complaint handling, ensuring alignment with Affirm standards for quality, compliance, and customer experience •
- Establish and monitor service level expectations (SLAs/KPIs), proactively identifying risks and driving corrective actions •
- Oversee internal escalation workflows and act as a point of escalation for the most complex and sensitive issues •
- Establish scalable support models and coverage strategies to maintain service levels during periods of fluctuating volume or constrained bandwidth •
- Own capacity planning and resource allocation across internal teams, vendors, and contractors •
- Manage and oversee contractors supporting the CAR team to ensure consistent performance and coverage
- Drive cross-functional impact •
- Lead complex, cross-functional initiatives across teams such as Vendor Partners, Compliance, Legal, Risk, Product, and Communications •
- Remove operational bottlenecks and drive alignment on processes, tooling, and customer experience standards •
- Influence product, policy, and process improvements based on customer insights and complaint trends
- Drive continuous improvement at scale •
- Analyze complaint data to identify trends, root causes, and opportunities for systemic improvement •
- Deliver measurable impact by reducing complaint rates and improving customer satisfaction •
- Drive remediation of thematic issues through strong cross-functional collaboration •
- Identify emerging risks, operational gaps, and service-level challenges, and drive end-to-end solutions with minimal direction •
- Improve customer-facing resources and education to streamline service and reduce friction
- Grow your financial services expertise •
Requirements
- Experience as a people manager with a track record of building high-performing teams •
- Experience managing external vendors, BPOs, or third-party partners (or similar) •
- Excellent written and verbal communication skills, with the ability to convey complex topics clearly and concisely What you’ll do
- experience in a customer operations or service delivery environment with a Bachelor’s degree; OR 3+ years with a Master’s degree; or no
- experience with a PhD; or equivalent experience • 3+ years of
- experience in customer support, service delivery, or complaint resolution •
- Experience managing vendors, BPOs, or external partners •
- Demonstrated ability to lead complex, cross-functional initiatives and drive measurable outcomes •
- experience managing SLAs, KPIs, and service performance •
- Ability to operate independently and drive execution with minimal oversight •
- Resilience and ability to navigate ambiguity, complexity, and high-pressure situations •
- Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office.
Experience
- 5+ years of people management
Benefits
- Proactive thinker with a continuous improvement mindset Pay Grade - I Equity Grade - 4
- Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.
- Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and
- benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.)
- USA base pay range (CA, WA, NY, NJ, CT) per year: $115,000 - $165,000
- USA base pay range (all other U.S. states) per year: $101,000 - $151,000 # LI-Remote
- benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include:
- Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents
- Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
- Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
- ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount
Additional details
- Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. About The Role
- Affirm’s Customer Advocacy and Retention (CAR) team houses our customer advocacy experts.
- When customers share their most challenging experiences with Affirm, the CAR team provides critical insight into the breaking points of our products, processes, and policies.
- By championing these customers, we use their voices to improve the customer experience, deliver fair outcomes, and repair relationships.
- As a Customer Advocacy Lead, you will serve as the Voice of Affirm - leveraging deep service and product expertise to resolve highly complex complaints while leading a team of Customer Advocacy Associates.
- The team facilitates coordination across cross-functional partners to identify root causes, assess complaint validity, and determine appropriate, compliant resolutions.
- Beyond individual case resolution, this role owns key components of Affirm’s complaints and customer advocacy ecosystem, including quality assurance operations, escalation management, and vendor performance.
- You will act as a critical operational leader across internal and external partners - proactively identifying risks, removing bottlenecks, and driving scalable solutions that improve service levels, reduce complaint rates, and increase customer satisfaction.
- This role requires navigating complex, cross-functional challenges and leading initiatives that enhance both customer outcomes and operational effectiveness at scale. Key Attributes •
- Strong ownership mindset with the ability to lead complex, cross-functional initiatives •