Customer Advocacy Lead, Affirm
CA$90-130k
+ Equity + ESPP
More information about location
POS installment loans
Be an early applicant
POS installment loans
1001+ employees
Be an early applicant
CA$90-130k
+ Equity + ESPP
More information about location
1001+ employees
Company mission
To deliver honest and transparent financial products that improve users' lives.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
Our take
Affirm offers point-of-sale loans to consumers, working with merchants like Shopify, KAYAK, and Walmart. Buy now, pay later transactions have grown in popularity in recent years, and this business is tapping into the market with a totally different approach to credit - by delivering the Affirm card, the first US debit card with the option to pay-over-time.
Boating over 15 million customers and 245,000+ merchants, the company offers flexible payback options, ranging from 3 to 36 months. The interest rates run between 0% and 30%, so, while they are not necessarily the cheapest option, Affirm prides itself on having no fees for late payments, no hidden charges, and total transparency about what people will pay before they take out a loan.
Affirm collects payments from the customers and pays the merchants directly, shouldering the risk itself. The company has boosted its market share, expanding its availability beyond the US to include most of Canada, and continues to launch new features and create new partnerships towards bettering its offering.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
-11% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Sep 2020
$500m
SERIES G
Apr 2019
$300m
SERIES F
Total funding: $1.1bn
Company benefits
- Spending wallets
- Supportive communities
- Remote-first workforce
- Generous time off
- Health benefits
- Mental healthcare
- Birth and non-birth parents get 18 weeks’ paid leave. Plus, a 4-week return-to-work transition program, at full base pay
- We have a simple, flexible, and transparent remote-first compensation structure so you can make the best decisions for yourself and your family
- We offer 24 company-wide paid days off—which help our teams collectively pause to recharge
- Learning & development
Company values
- People Come First
- No Fine Print
- It's On Us
- Simpler is Better
- Push the Envelope
Company HQ
Chinatown, San Francisco, CA
Articles
Leadership
Max Levchin
(CEO)Has founded/co-founded numerous companies, holding various executive positions at each, including Paypal, Slide, Glow, HVF Labs, and SciFi VC. Also worked at large brands including Google, Yelp, Yahoo, and Evernote.
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