Manager, Customer Advocacy

Affirm’s Customer Advocacy and Retention (CAR) team houses our customer complaint experts.   When customers share their painful experiences with Affirm, Affirm 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. 

• 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.

• 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.

Pay Grade - K

Equity Grade - 5

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 equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.)

CAN base pay range per year: $109,000 - $159,000

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

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