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 by providing coaching and real-time feedback.
• Partner with our internal training team to build and maintain training materials.
• Serve as an escalation point for complex cases to ensure exceptional customer service.
• Support career growth by assisting team members in developing skills.
• Collaborate with the Quality Assurance team for compliance and accuracy.
• Develop processes for coordinating customer complaints across teams.
• Advocate for the Voice of the Customer (VoC) to improve customer experience.
• Lead process optimization initiatives for service efficiency.
• Utilize data analytics to identify root causes of customer pain points.
• Establish and monitor key performance metrics for team productivity.

Requirements

• 5+ years of experience in customer service or operations, with 2+ years in a leadership role.
• Strong time management and multitasking skills.
• Proven leadership skills to mentor and motivate team members.
• Experience in case management workflows and escalation handling.
• Proficiency in data analysis and reporting.
• Ability to influence and collaborate across departments.
• Strong organizational and project management skills.
• Thrives in a fast-paced environment with ambiguity.

Benefits

• Health care coverage for you and your dependents.
• Generous stipends for Technology, Food, and Lifestyle needs.
• Competitive vacation and holiday schedules.
• Employee stock purchase plan at a discount.