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Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.

About The Role

Affirm’s Customer Advocacy and Retention (CAR) team houses our customer advocacy experts. When customers share their painful experiences with Affirm, the CAR team has invaluable insight into the breaking points of our products, processes, or policies. As we learn from and champion for these customers, we use their voices to improve customer experience, deliver fair outcomes and repair relationships.

As a Customer Advocacy Associate Lead, you'll be empowered as the Voice of Affirm to use exceptional service and product expertise to solve highly complex complaints and lead a team of Customer Advocacy Associates. The team facilitates communication and coordination among cross functional partners to identify the root causes and validity of the complaint, and uses a compliance and risk-based mindset to evaluate options and appropriate solutions to drive resolution. This role serves not only to help customers with the issues they encounter, but to help Affirm learn from each interaction, making our product as seamless as possible. See an opportunity to improve customer trust or our team's operations at scale? You'll drive this as the Voice of the Customer.

Key Attributes

Experience as a people manager
Commitment to service delivery and customer centric resolutions
Process improvement mindset
Instinctual problem-solving skills
Strong critical thinking and analytical skills
Sound judgment and strong sense of accountability
Ability to drive initiatives with multiple stakeholders
Strong written and verbal communication skills, to concisely and accurately communicate complex topics

What you’ll do

Manage a team of Customer Advocacy Associates

Encouraging and managing strong performance using multiple performance metrics like cases per hour/day, average handle time, quality assurance and others to gauge success
Engaging and motivating the team to operate effectively through fast-paced change
Working with recruiting team to hire and onboard new team members and maintain a high performing team
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

Hyper-focused on cross-functional collaboration to drive resolution and improvement to customer issues. Engaging with cross functional partners (Compliance, Legal, Risk, Product, Communications, etc.) to spearhead remediation of thematic problems.
Naturally driven to improve processes to more effectively service our customers.
Improve our internal complaints management program.
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

Be a subject matter expert on current and emerging products as well as consumer finance policies and servicing processes, and regulatory requirements

What we look for

1+ years of people management experience in a customer operations role
3+ years experience in customer support/service delivery role
Independent worker, motivated to execute without instruction or supervision
Resiliency with ability to bounce back from challenging interactions and manage through complexity and uncertainty
Team player. Enjoys working in a collaborative environment and knows how to effectively communicate across multiple teams and levels
Exceptional communication and writing skills with attention to detail, grammar, brand tone, and voice
An eagerness to think outside the box both in terms of solutions to complex complaints and process improvement
Strong customer empathy and service level focus
Proactive thinker constantly seeking improvement opportunities in work

Pay Grade - I
Equity Grade - 3

Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills.

Base pay is part of a total compensation package that may include monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents). In addition, the employees may be eligible for equity rewards offered by Affirm Holdings, Inc. (parent company).

CAN base pay range per year: $90,000 - $130,000

Please note that visa sponsorship is not available for this position.

#LI-Remote

Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities.

We’re extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include:

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

We believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.

[For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Affirm will consider for employment qualified applicants with arrest and conviction records.

By clicking "Submit Application," you acknowledge that you have read Affirm's Global Candidate Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.

Lead, Customer Advocacy

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