FreshRemote.Work

Manager, Customer Advocacy

Remote US

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 …
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Job Profile

Regions

North America

Countries

United States

Restrictions

Limited number of roles remain office-based Remote US

Benefits/Perks

100% subsidized medical 100% subsidized medical coverage Competitive benefits Competitive vacation Competitive vacation and holiday schedules Dental Dental and vision Employee stock purchase plan Equity Equity rewards ESPP Flexible Spending Flexible Spending Wallets Generous stipends Health care coverage Inclusive interview experience Inclusive interview experience for all Monthly stipends Monthly stipends for health Remote-first company Subsidized medical coverage Tech spending Time off Transparent pay structure Vision Wellness Wellness and tech spending

Tasks
  • Data Analysis
  • Develop training materials
  • Drive continuous improvement
  • Drive operational improvements
  • Drive process improvements
  • Lead and mentor team
  • Manage customer complaints
  • Managing
  • Monitor performance metrics
Skills

Analytics Audits Benefits Case Management Coaching Compensation Compliance Continuous Improvement Customer Advocacy Customer Experience Customer service Data analysis Escalation management Feedback Leadership Metrics OKRs Operational Efficiency Operations Optimization Organizational Performance Metrics Process Optimization Project Management Quality Assurance Regulatory requirements Reporting REST Technology Time Management Training

Experience

5 years

Education

Data Analytics IT

Certifications

Project Management

Timezones

America/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9