Customer Advocacy Manager

Summary

Join Affirm's Customer Advocacy and Retention team as a Manager, Customer Advocacy, leading a global team responsible for handling complex customer issues. You will mentor and develop a high-performing team, manage case workflows, and drive data-driven decisions to enhance efficiency and customer satisfaction. Responsibilities include partnering with internal teams, advocating for customer needs, optimizing processes, and providing regular reporting. The ideal candidate possesses 5+ years of customer service experience, including 2+ years in a leadership role managing geographically diverse teams. Affirm offers a competitive compensation package, including comprehensive health benefits, flexible spending stipends, and generous time off.

Requirements

• 5+ years of experience in customer service, operations, or escalation management with a minimum of 2+ years experience in a leadership role managing teams across multiple geographies (onshore & offshore)
• Ability to multitask and prioritize, including strong time management skills
• Proven leadership skills, including ability to mentor, motivate and encourage team members
• Strong experience in case management workflows and escalation handling, including designing processes for complex customer issues
• Proficiency in data analysis and reporting, with the ability to leverage insights to drive operational improvements and business decisions
• Ability to influence and collaborate across departments to drive resolution and enhance the customer experience
• Strong organizational and project management skills, with the ability to prioritize competing demands in a fast-paced environment
• Thrives in a faced-paced environment with ambiguity, constant change and a rapidly growing team; is able to make measured, objective, data-driven decisions on a daily basis

Responsibilities

• 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 to inform leadership decisions

Benefits

• Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents
• Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
• Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
• ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount
• 100% subsidized medical coverage, dental and vision for you and your dependents
• Monthly stipends for health, wellness and tech spending
• Equity rewards
• #LI-Remote