Manager, 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

• Lead, mentor, and develop a high-performing team.
• Partner with internal training teams to enhance team knowledge.
• Serve as an escalation point for complex customer cases.
• Support career growth for team members.
• Collaborate with Quality Assurance for compliance and improvement.
• Manage processes for customer complaints across teams.
• Advocate for the Voice of the Customer (VoC).
• Lead process optimization initiatives.
• Utilize data analytics for process improvements.
• Provide regular reporting on trends and performance.

Requirements

• 5+ years in customer service or operations, with 2+ years in leadership.
• Strong time management and multitasking skills.
• Proven leadership and mentoring abilities.
• Experience in case management workflows.
• Proficiency in data analysis and reporting.
• Ability to influence and collaborate across departments.
• Strong organizational and project management skills.
• Thrives in a fast-paced, changing environment.

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.