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Overview
Join Affirm as a Lead in Customer Advocacy, leading a high-performing team to enhance customer experiences and resolve complex complaints. This remote, full-time role offers a salary range of $38,250 – $63,750 USD.
Responsibilities
- •Lead and develop a high-performing team
- •Manage, coach, and develop a team of Customer Advocacy Associates
- •Drive team performance using key metrics such as productivity, quality, customer outcomes, and service levels
- •Foster a high-performing, engaged team environment that operates effectively in a fast-paced, evolving environment
- •Partner with recruiting to hire, onboard, and retain top talent
- •Deliver exceptional customer outcomes
- •Resolve complex and highly escalated customer complaints with efficiency, empathy, and sound judgment
- •Review and respond to sensitive, high-risk complaints, reinforcing and shaping the “Voice of Affirm”
- •Communicate with customers across channels, including email and phone, as appropriate
- •Represent and advocate for the complaints function in cross-functional forums to ensure consistent, high-quality customer experiences
- •Own operational excellence across internal and external partners
- •Own QA operations and processes, ensuring consistent, high-quality complaint handling across the team
- •Evolve QA frameworks to maintain depth, rigor, and scalability as the organization grows
- •Own vendor performance and accountability for third-party complaint handling, ensuring alignment with Affirm standards for quality, compliance, and customer experience
- •Establish and monitor service level expectations (SLAs/KPIs), proactively identifying risks and driving corrective actions
- •Oversee internal escalation workflows and act as a point of escalation for the most complex and sensitive issues
- •Establish scalable support models and coverage strategies to maintain service levels during periods of fluctuating volume or constrained bandwidth
- •Own capacity planning and resource allocation across internal teams, vendors, and contractors
- •Manage and oversee contractors supporting the CAR team to ensure consistent performance and coverage
- •Drive cross-functional impact
- •Lead complex, cross-functional initiatives across teams such as Vendor Partners, Compliance, Legal, Risk, Product, and Communications
- •Act as the primary operational interface with partner teams to improve intake quality, routing accuracy, and escalation effectiveness
- •Remove operational bottlenecks and drive alignment on processes, tooling, and customer experience standards
- •Influence product, policy, and process improvements based on customer insights and complaint trends
- •Drive continuous improvement at scale
- •Analyze complaint data to identify trends, root causes, and opportunities for systemic improvement
- •Deliver measurable impact by reducing complaint rates and improving customer satisfaction
- •Drive remediation of thematic issues through strong cross-functional collaboration
- •Continuously improve the internal complaints management program, tools, and workflows
- •Identify emerging risks, operational gaps, and service-level challenges, and drive end-to-end solutions with minimal direction
- •Improve customer-facing resources and education to streamline service and reduce friction
- •Grow your financial services expertise
- •Serve as a subject matter expert on Affirm’s products, servicing processes, and applicable regulatory requirements
- •Stay informed on evolving consumer finance policies and industry trends
Conditions
- •Remote work
- •Full-time employment
- •Salary range: $38,250 – $63,750 USD
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 (e.g., QA, escalations, 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 executive-level initiatives
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