Customer Advocacy Lead at Affirm

Become the Voice of Affirm as a Customer Advocacy Lead. Drive exceptional customer outcomes by resolving complex complaints while leading a high-performing team in a remote-first environment.

In this pivotal role, you will manage the Customer Advocacy and Retention team, ensuring efficient resolution of escalated customer complaints. With a focus on cross-functional collaboration, you will assess complaint validity, improve operational excellence, and provide critical insights that enrich the customer experience. You’ll lead initiatives that reshape processes and policies, enhancing both customer outcomes and operational efficiency.

Key Responsibilities:

• Manage and develop Customer Advocacy Associates

• Resolve complex escalated customer complaints

• Own quality assurance processes and vendor performance

• Lead cross-functional initiatives to enhance service

• Analyze complaint data for continuous improvement

Requirements:

• 5+ years of people management experience

• 3+ years in customer support or complaint resolution

• Proven experience in managing vendors and operational functions

• Exceptional communication skills

• Strong analytical and improvement mindset

Bring your expertise in customer advocacy and drive measurable impact at Affirm.
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