Lead, Customer Advocacy - Remote

3w3 weeks ago

Affirm

CA · Full-time · C$89,000 – C$139,000

About this role

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. The Customer Advocacy and Retention (CAR) team houses our customer advocacy experts, providing critical insight into the breaking points of our products, processes, and policies.

As a Customer Advocacy Lead, you will serve as the Voice of Affirm, leveraging deep service and product expertise to resolve highly complex complaints while leading a team of Customer Advocacy Associates. You will facilitate coordination across cross-functional partners to identify root causes, assess complaint validity, and determine appropriate, compliant resolutions.

Beyond individual case resolution, this role owns key components of Affirm’s complaints and customer advocacy ecosystem, including quality assurance operations, escalation management, and vendor performance. You will act as a critical operational leader across internal and external partners, proactively identifying risks, removing bottlenecks, and driving scalable solutions that improve service levels and reduce complaint rates.

This role requires navigating complex, cross-functional challenges and leading initiatives that enhance both customer outcomes and operational effectiveness at scale. You will champion customers by using their voices to improve the customer experience, deliver fair outcomes, and repair relationships.

Requirements

Experience as a people manager with a track record of building high-performing teams
Strong ownership mindset with the ability to lead complex, cross-functional initiatives
Deep commitment to customer-centric solutions and fair, empathetic outcomes
Data-driven decision maker with strong analytical and critical thinking skills
Process improvement mindset with strong operational rigor
Ability to influence and drive alignment across multiple stakeholders
Sound judgment and accountability when handling sensitive, high-risk issues
Experience managing external vendors, BPOs, or third-party partners (or similar)

Responsibilities

Manage, coach, and develop a team of Customer Advocacy Associates to foster a high-performing, engaged team environment
Drive team performance using key metrics such as productivity, quality, customer outcomes, and service levels
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'
Own QA operations and processes, ensuring consistent, high-quality complaint handling across the team
Evolve QA frameworks to maintain operational excellence and drive scalable solutions
Represent and advocate for the complaints function in cross-functional forums to ensure consistent, high-quality customer experiences
Partner with recruiting to hire, onboard, and retain top talent

Benefits

Remote or hybrid work flexibility
Opportunity to shape the customer advocacy ecosystem at a leading fintech company
Work with a high-performing, cross-functional team focused on fair customer outcomes
Lead initiatives that directly improve customer satisfaction and reduce complaint rates