Lead, Customer Advocacy

3 days, 1 hour ago
Full-time
Lead
Customer and Technical Support
Affirm

Affirm

Affirm offers a transparent buy now, pay later service founded in 2012 by Max Levchin. No late fees or surprises, just a responsible way to pay over time for your favorite brands.

Diversified Financial Services
1K-5K
Founded 2012

Description

  • Manage, coach, and develop a team of Customer Advocacy Associates.
  • Resolve highly escalated and sensitive customer complaints with efficiency, empathy, and sound judgment.
  • Review complaint cases, assess validity, and determine compliant resolutions in coordination with cross-functional partners.
  • Own quality assurance operations and improve QA frameworks for scalable complaint handling.
  • Own vendor performance, external partner accountability, and contractor oversight for complaint support.
  • Set and monitor service-level expectations, KPIs, and performance metrics, and drive corrective actions when needed.
  • Oversee escalation workflows and serve as the escalation point for complex and high-risk issues.
  • Lead cross-functional initiatives with teams including Compliance, Legal, Risk, Product, Communications, and Vendor Partners.
  • Analyze complaint trends and root causes to identify systemic issues and drive remediation.
  • Improve complaints management tools, workflows, customer resources, and operational processes to reduce friction and complaint rates.

Requirements

  • 5+ years of people management experience in a customer operations or service delivery environment with a Bachelor's degree, or 3+ years with a Master's degree, or no experience with a PhD, or equivalent experience.
  • 3+ years of experience in customer support, service delivery, or complaint resolution.
  • Experience managing vendors, BPOs, or external partners.
  • Experience owning multi-domain operational functions such as QA, escalations, or service delivery.
  • Demonstrated ability to lead complex, cross-functional initiatives and drive measurable outcomes.
  • Strong operational mindset with experience managing SLAs, KPIs, and service performance.
  • Ability to operate independently and drive execution with minimal oversight.
  • Resilience and ability to navigate ambiguity, complexity, and high-pressure situations.
  • Strong stakeholder management skills and a collaborative mindset.
  • Excellent written and verbal communication skills with strong attention to detail, tone, and clarity.
  • Strong customer empathy and a passion for improving customer outcomes.
  • Process improvement mindset with analytical and critical thinking skills.
  • Experience in financial services or familiarity with consumer finance policies and regulatory requirements (preferred).

Benefits

  • Remote-first work environment with the flexibility to work almost anywhere within the country of employment.
  • Base salary of $115,000-$165,000 in CA, WA, NY, NJ, and CT, or $101,000-$151,000 in all other U.S. states.
  • Equity rewards as part of total compensation.
  • Monthly stipends for health, wellness, and tech spending.
  • 100% subsidized medical coverage for you and your dependents.
  • Dental and vision coverage for you and your dependents.
  • Flexible Spending Wallets for technology, food, lifestyle, and family-forming expenses.
  • Competitive vacation and holiday time off.
  • Employee stock purchase plan (ESPP) at a discount.

Interested in this position?

Apply directly on the company website

Apply Now

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