Lead, Customer Advocacy

Summary

Join Affirm's Customer Advocacy and Retention (CAR) team as a Customer Advocacy Associate Lead. You will manage a team, resolve complex customer complaints, and drive process improvements. This role requires experience in people management and customer service, strong communication skills, and a data-driven approach. You will use your expertise to improve customer experience and identify product opportunities. Affirm offers competitive benefits, including 100% subsidized medical coverage for you and your dependents, flexible spending stipends, and competitive time off. The position is remote-first, allowing flexibility in work location. Affirm is committed to providing an inclusive interview experience.

Requirements

• 1+ years of people management experience in a customer operations role
• 3+ years experience in customer support/service delivery role
• Be an independent worker, motivated to execute without instruction or supervision
• Possess resiliency with ability to bounce back from challenging interactions and manage through complexity and uncertainty
• Be a team player. Enjoy working in a collaborative environment and know how to effectively communicate across multiple teams and levels
• Possess exceptional communication and writing skills with attention to detail, grammar, brand tone, and voice
• Demonstrate an eagerness to think outside the box both in terms of solutions to complex complaints and process improvement
• Possess strong customer empathy and service level focus
• Be a proactive thinker constantly seeking improvement opportunities in work

Responsibilities

• Manage a team of Customer Advocacy Associates
• Encourage and manage strong performance using multiple performance metrics like cases per hour/day, average handle time, quality assurance and others to gauge success
• Engage and motivate the team to operate effectively through fast-paced change
• Work with recruiting team to hire and onboard new team members and maintain a high performing team
• Maintain vigilant focus on potential policy and procedure risks as it pertains to complaint review and response process
• Deliver exceptional customer experience
• Solve complex customer issues efficiently, effectively, and empathetically
• Review and respond to highly escalated complaints in a timely manner exemplifying empathy to help reinforce and shape the “voice of Affirm”
• Communicate with customers using email, and when appropriate, phone
• Represent the complaints team in working groups and project work streams as a subject matter expert to ensure consistent and delightful customer service is maintained
• Drive continuous improvement
• Maintain hyper-focus on cross-functional collaboration to drive resolution and improvement to customer issues. Engage with cross functional partners (Compliance, Legal, Risk, Product, Communications, etc.) to spearhead remediation of thematic problems
• Be naturally driven to improve processes to more effectively service our customers
• Improve our internal complaints management program
• Utilize strong data analysis skills to review and report on complaint data to find trending pain points, and identify product opportunities
• Improve our resources and tools available for our customers to enable customer education and streamline service
• Grow your financial services expertise
• Become a subject matter expert on current and emerging products as well as consumer finance policies and servicing processes, and regulatory requirements

Benefits

• 100% subsidized medical coverage, dental and vision for you and your dependents
• Equity rewards
• Monthly stipends for health, wellness and tech spending
• 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
• Remote work