Lead, Customer Advocacy - Remote

Overview

As a Customer Advocacy Associate Lead at Affirm, you will be the Voice of Affirm, using exceptional service and product expertise to solve complex complaints while leading a team of Customer Advocacy Associates.

In Short

• Manage a team of Customer Advocacy Associates.
• Deliver exceptional customer experience by solving complex issues.
• Drive continuous improvement in customer service processes.
• Engage with cross-functional partners to resolve customer complaints.
• Be a subject matter expert on financial services and consumer finance policies.
• Utilize strong analytical skills to identify trends in customer complaints.
• Encourage team performance through metrics and motivation.
• Communicate effectively with customers via email and phone.
• Focus on policy and procedure risks related to customer complaints.
• Foster a collaborative team environment.

Requirements

• 1+ years of people management experience in customer operations.
• 3+ years in customer support/service delivery roles.
• Strong communication and writing skills.
• Ability to work independently and manage complexity.
• Resilient and able to handle challenging interactions.
• Proactive in seeking improvement opportunities.
• Strong customer empathy and service level focus.
• Experience in process improvement.
• Ability to drive initiatives with multiple stakeholders.
• Critical thinking and analytical skills.

Benefits

• 100% subsidized medical coverage for you and your dependents.
• Generous stipends for technology and lifestyle needs.
• Competitive vacation and holiday schedules.
• Employee stock purchase plan at a discount.