Lead, Customer Advocacy

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 painful experiences with Affirm, the CAR team has invaluable insight into the breaking points of our products, processes, or policies. As we learn from and champion for these customers, we use their voices to improve customer experience, deliver fair outcomes and repair relationships.
 

As a Customer Advocacy Associate Lead, you'll be empowered as the Voice of Affirm to use exceptional service and product expertise to solve highly complex complaints and lead a team of Customer Advocacy Associates. The team facilitates communication and coordination among cross functional partners to identify the root causes and validity of the complaint, and uses a compliance and risk-based mindset to evaluate options and appropriate solutions to drive resolution. This role serves not only to help customers with the issues they encounter, but to help Affirm learn from each interaction, making our product as seamless as possible. See an opportunity to improve customer trust or our team's operations at scale? You'll drive this as the Voice of the Customer.

Key Attributes 

• Experience as a people manager 

• Commitment to service delivery and customer centric resolutions

• Process improvement mindset

• Instinctual problem-solving skills

• Strong critical thinking and analytical skills 

• Sound judgment and strong sense of accountability

• Ability to drive initiatives with multiple stakeholders

• Strong written and verbal communication skills, to concisely and accurately communicate complex topics

What you’ll do

Manage a team of Customer Advocacy Associates

• Encouraging and managing strong performance using multiple performance metrics like cases per hour/day, average handle time, quality assurance and others to gauge success

• Engaging and motivating the team to operate effectively through fast-paced change

• Working with recruiting team to hire and onboard new team members and maintain a high performing team

• Vigilant focus on potential policy and procedure risks as it pertains to complaint review and response process

Deliver exceptional customer experience

• Solve complex customer issues …