Manager of Customer Advocacy, Affirm
CA$109-159k
More information about location
POS installment loans
Be an early applicant
POS installment loans
1001+ employees
Be an early applicant
CA$109-159k
More information about location
1001+ employees
Company mission
To deliver honest and transparent financial products that improve users' lives.
Role
Who you are
- 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
What the job involves
- 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 a Manager, Customer Advocacy, you will be a strong, supportive people lead for our global team responsible for handling the most complex customer issues
- This role will manage both onshore and offshore teams, ensuring efficient case management workflows, escalation paths, and data- driven decision-making to enhance operational efficiency and customer satisfaction
- In addition, you will drive KPIs and OKRs for the team to achieve, develop and optimize processes and provide regular coaching and feedback to help facilitate and further the team’s growth
- 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
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
-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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