Lead, Customer Advocacy

Lead and develop a high-performing team

Lead and develop a high-performing team

• Manage, coach, and develop a team of Customer Advocacy Associates
• Drive team performance using key metrics such as productivity, quality, customer outcomes, and service levels
• Foster a high-performing, engaged team environment that operates effectively in a fast-paced, evolving environment
• Partner with recruiting to hire, onboard, and retain top talent
• Deliver exceptional customer outcomes

Resolve complex and highly escalated customer complaints

Resolve complex and highly escalated customer complaints with efficiency, empathy, and sound judgment

• Review and respond to sensitive, high-risk complaints, reinforcing and shaping the “Voice of Affirm”
• Communicate with customers across channels, including email and phone, as appropriate
• Represent and advocate for the complaints function in cross-functional forums to ensure consistent, high-quality customer experiences

Own operational excellence across internal and external partners

Own QA operations and processes, ensuring consistent, high-quality complaint handling across the team

• Evolve QA frameworks to maintain depth, rigor, and scalability as the organization grows
• Own vendor performance and accountability for third-party complaint handling, ensuring alignment with Affirm standards for quality, compliance, and customer experience
• Establish and monitor service level expectations (SLAs/KPIs), proactively identifying risks and driving corrective actions
• Oversee internal escalation workflows and act as a point of escalation for the most complex and sensitive issues
• Establish scalable support models and coverage strategies to maintain service levels during periods of fluctuating volume or constrained bandwidth
• Own capacity planning and resource allocation across internal teams, vendors, and contractors
• Manage and oversee contractors supporting the CAR team to ensure consistent performance and coverage

Drive cross-functional impact

Lead complex, cross-functional initiatives across teams such as Vendor Partners, Compliance, Legal, Risk, Product, and Communications

• Act as the primary operational interface with partner teams to improve intake quality, routing accuracy, and escalation effectiveness
• Remove operational bottlenecks and drive alignment on processes, tooling, and customer experience standards
• Influence product, policy, and process improvements based on customer insights and complaint trends
• Drive continuous improvement at scale
• Analyze complaint data to identify trends, root causes, and opportunities for systemic improvement
• Deliver measurable impact by reducing complaint rates and improving customer satisfaction
• Drive remediation of thematic issues through strong cross-functional collaboration
• Continuously improve the internal complaints management program, tools, and workflows
• Identify emerging risks, operational gaps, and service-level challenges, and drive end-to-end solutions with minimal direction
• Improve customer-facing resources and education to streamline service and reduce friction

Grow your financial services expertise

Serve as a subject matter expert on Affirm’s products, servicing processes, and applicable regulatory requirements

Stay informed on evolving consumer finance policies and industry trends

What we look for

• 5+ years of people management experience in a customer operations or service delivery environment with a Bachelor’s degree; OR 3+ years with a Master’s degree; or no experience with a PhD; or equivalent experience
• 3+ years of experience in customer support, service delivery, or complaint resolution
• Experience managing vendors, BPOs, or external partners
• Experience owning multi-domain operational functions (e.g., QA, escalations, service delivery)
• Demonstrated ability to lead complex, cross-functional initiatives and drive measurable outcomes
• Strong operational mindset with experience managing SLAs, KPIs, and service performance
• Ability to operate independently and drive execution with minimal oversight
• Resilience and ability to navigate ambiguity, complexity, and high-pressure situations
• Collaborative mindset with strong stakeholder management skills
• Exceptional written and verbal communication skills with attention to detail, tone, and clarity
• Strong customer empathy and a passion for improving customer outcomes
• Proactive thinker with a continuous improvement mindset

Compensation and benefits

Base pay range per year: $89,000 - $139,000

Health care coverage, Flexible Spending Wallets, Time off, ESPP, equity rewards, and other benefits; remote-first with some office-based roles