Remoote.app

Work from anywhere. Start here.

JobsFree resume builderCompaniesLog in
Apply

Lead, Customer Advocacy

Posted 2 days agoViewed

View full description

💎 Seniority level: Lead, 1+ years of people management experience, 3+ years experience in customer support/service delivery role

📍 Location: USA

💸 Salary: 115000.0 - 150000.0 USD per year

🔍 Industry: Financial services

🏢 Company: Affirm👥 1001-5000💰 Post-IPO Equity almost 4 years ago🫂 Last layoff almost 2 years agoLendingFinancial ServicesPaymentsFinTech

🗣️ Languages: English

⏳ Experience: 1+ years of people management experience, 3+ years experience in customer support/service delivery role

🪄 Skills: Data AnalysisPeople ManagementCustomer serviceCross-functional collaborationProcess improvement

Requirements:
  • 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 supervision.
  • Resiliency to manage complexity and uncertainty.
  • Team player, enjoys collaborative environments.
  • Exceptional communication and writing skills with attention to detail.
  • Eagerness to think outside the box for solutions.
  • Strong customer empathy and proactive improvement focus.
Responsibilities:
  • Manage a team of Customer Advocacy Associates.
  • Encourage strong performance using metrics to gauge success.
  • Engage and motivate the team through fast-paced changes.
  • Work with recruiting to hire and onboard new team members.
  • Focus on policy and procedure risks in complaint processes.
  • Deliver exceptional customer experience and solve complex issues.
  • Review and respond to highly escalated complaints with empathy.
  • Communicate with customers via email and phone.
  • Represent the complaints team in working groups.
  • Drive continuous improvement and engage cross-functional partners.
Apply

Related Jobs

Apply
🔥 Lead, Customer Advocacy
Posted 2 days ago

📍 USA

💸 115000.0 - 150000.0 USD per year

🔍 Financial services

  • 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 supervision.
  • Ability to bounce back from challenging interactions.
  • Team player, effective communicator across teams.
  • Exceptional communication and writing skills.
  • Eagerness to think outside the box for solutions.
  • Strong customer empathy and service focus.
  • Proactive in seeking improvement opportunities.

  • Manage a team of Customer Advocacy Associates.
  • Encourage and manage team performance using various metrics.
  • Engage the team to operate effectively through changes.
  • Work with recruitment to onboard new members.
  • Focus on policy risks in complaints.
  • Deliver exceptional customer experiences.
  • Solve complex customer issues empathetically.
  • Review and respond to escalated complaints.
  • Represent the team in projects to ensure consistent service.
  • Drive continuous improvement and collaboration with cross-functional partners.

LeadershipData AnalysisAnalytical SkillsProblem SolvingCustomer serviceComplianceEmpathyCross-functional collaborationProcess improvement

Posted 2 days ago
Apply
Apply
🔥 Lead, Customer Advocacy
Posted 2 days ago

📍 USA

🧭 Full-Time

💸 90000.0 - 130000.0 USD per year

🔍 Financial Services

  • 1+ years of people management experience in a customer operations role.
  • 3+ years of experience in customer support/service delivery role.
  • Exceptional communication and writing skills with attention to detail.
  • Strong critical thinking and analytical skills.
  • Customer empathy and proactive improvement seeking mindset.

  • Manage a team of Customer Advocacy Associates.
  • Solve complex customer issues efficiently and empathetically.
  • Review and respond to highly escalated complaints.
  • Drive continuous improvement and engage with cross-functional partners.
  • Report on complaint data to find trends and identify product opportunities.

Data AnalysisPeople ManagementCommunication SkillsProblem SolvingCustomer serviceComplianceCross-functional collaborationProcess improvement

Posted 2 days ago
Apply