Lead, Customer Advocacy
New
A
AffirmFinancial Services
Remote USFull-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 equivalent experience
- Required Skills
- Data AnalysisPeople ManagementCross-functional Team LeadershipOperations ManagementQuality Assurance
Requirements
- 5+ years of people management experience in customer operations with a Bachelor's degree (or 3+ years with a Master's)
- 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 or escalations
- Demonstrated ability to lead cross-functional initiatives
- Strong operational mindset with experience managing SLAs and KPIs
- Exceptional written and verbal communication skills
- Strong analytical 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 QA frameworks
- Manage vendor performance and accountability for third-party partners
- Monitor SLAs and KPIs to ensure service level standards
- Lead cross-functional initiatives with Compliance, Legal, and Product
- Analyze complaint data to identify trends and drive systemic improvements
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