Lead Customer Advocacy

Position: Lead Customer Advocacy at Affirm
Shape the future of customer service at Affirm as a Lead Customer Advocacy expert. Take charge of resolving complex complaints, leading a dynamic team, and improving overall customer satisfaction in a remote work environment.

As part of Affirm’s Customer Advocacy and Retention team, this leadership role involves managing a team of Customer Advocacy Associates while addressing customer concerns. You will leverage your deep knowledge of Affirm’s services to navigate and resolve intricate complaints efficiently. A strong focus on operational excellence and cross-functional collaboration is essential to drive customer outcomes and operational improvements.

Key Responsibilities:

• Lead and manage a high-performing advocacy team

• Resolve escalated customer complaints with empathy and efficiency

• Oversee quality assurance in complaint handling

• Collaborate cross-functionally to improve complaint processes

• Drive continuous improvement initiatives from data analysis

Requirements:

• 5+ years in people management or customer service roles

• Experience with escalations and complaint resolutions

• Strong analytical and process improvement skills

• Background in managing vendors or third-party relationships

• Excellent communication abilities in high-pressure situations

Drive transformative customer advocacy initiatives and enhance service delivery with your expertise in customer relations at Affirm.
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