Lead, Customer Advocacy
New
Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment.Full-TimeLead
Salary101,000 - 165,000 USD per year
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Job Details
- Experience
- 5+ years of people management experience with a Bachelor’s degree; OR 3+ years with a Master’s degree; or no experience with a PhD; or equivalent experience
- Required Skills
- People ManagementCross-functional Team LeadershipQuality Assurance
Requirements
- 5+ years of people management experience (or 3+ years with a Master's degree).
- 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 such as QA and escalations.
- Demonstrated ability to lead complex, cross-functional initiatives.
- Strong operational mindset with experience managing SLAs and KPIs.
- Exceptional written and verbal communication skills.
- Strong customer empathy and critical thinking skills.
Responsibilities
- Manage, coach, and develop a team of Customer Advocacy Associates.
- Resolve complex and highly escalated customer complaints.
- Own QA operations and evolve frameworks to maintain scalability.
- Manage vendor performance and accountability for third-party partners.
- Establish and monitor SLAs and KPIs to proactively identify risks.
- Lead complex, cross-functional initiatives across teams such as Compliance, Legal, and Product.
- Analyze complaint data to identify trends and systemic improvement opportunities.
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