Manager, 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.

Affirm’s Customer Advocacy and Retention (CAR) team houses our customer complaint experts. When customers share their painful experiences with Affirm, Affirm 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 Manager, Customer Advocacy, you will be a strong, supportive people lead for our global team responsible for handling the most complex customer issues.. This role will manage both onshore and offshore teams, ensuring efficient case management workflows, escalation paths, and data- driven decision-making to enhance operational efficiency and customer satisfaction. In addition, you will drive KPIs and OKRs for the team to achieve, develop and optimize processes and provide regular coaching and feedback to help facilitate and further the team’s growth.
  What You'll Do

• Lead, mentor, and develop a high-performing team by providing coaching and real-time feedback. Establish clear performance expectations, set individual goals, and create structured improvement plans for continuous growth. 
• Partner with our internal training team to build and maintain training materials, including standard operating procedures (SOPs), onboarding programs, job aids, and refresher training to enhance team knowledge and effectiveness.  
• Serve as an escalation point, providing hands-on guidance to resolve complex cases and ensure exceptional customer service. 
• Support career growth by assisting team members in developing skills and mapping career progression plans. 
• Collaborate with the Quality Assurance team to ensure reviews and audits are completed with accuracy, consistency and compliance against regulatory requirements. Leverage insights to drive continuous improvement.
• Develop and manage processes for coordinating customer complaints and escalations across multiple outsourced contact centers and internal teams.
• Advocate for the Voice of the Customer (VoC) by partnering with internal teams to address systemic issues and improve the overall customer experience. 
• Lead process optimization initiatives to enhance case management flows, escalation handling, and service efficiency. 
• Utilize data analytics and performance insights to identify root causes of customer pain points and drive process improvements.
• Establish, maintain, and monitor key performance metrics, ensuring transparency in team productivity and efficiency. 
• Provide regular reporting on business trends, team performance, and customer feedback …