Lead, Customer Advocacy - Remote

Overview

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.

In Short

• Manage a team of Customer Advocacy Associates.
• Deliver exceptional customer experience by solving complex issues.
• Drive continuous improvement through cross-functional collaboration.
• Grow financial services expertise as a subject matter expert.
• Engage and motivate the team to operate effectively.
• Review and respond to escalated complaints with empathy.
• Improve internal complaints management program.
• Utilize data analysis to identify trends and opportunities.
• Focus on service delivery and customer-centric resolutions.
• Encourage strong performance using multiple metrics.

Requirements

• 1+ years of people management experience in a customer operations role.
• 3+ years experience in customer support/service delivery role.
• Strong communication and writing skills.
• Ability to work independently and manage complexity.
• Team player with collaborative skills.
• Exceptional problem-solving and critical thinking abilities.
• Proactive in seeking improvement opportunities.
• Strong customer empathy and service level focus.
• Experience in financial services is a plus.
• Attention to detail and brand tone in communication.

Benefits

• Health care 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.