Lead, Customer Advocacy
New
A
AffirmFinancial Services
Remote CanadaFull-TimeLead
Salary89,000 - 139,000 CAD per year
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Job Details
- Experience
- 5+ years of people management experience in a customer operations or service delivery environment 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 in customer operations or service delivery with a Bachelor’s degree (or equivalent).
- 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, escalations, and service delivery.
- Strong operational mindset with experience managing SLAs and KPIs.
- Demonstrated ability to lead complex, cross-functional initiatives.
- Strong analytical and critical thinking skills.
- Excellent written and verbal communication skills.
- Ability to operate independently with minimal oversight.
Responsibilities
- Lead and develop a high-performing team of Customer Advocacy Associates.
- Resolve complex and highly escalated customer complaints with efficiency and empathy.
- Own quality assurance (QA) operations, frameworks, and processes.
- Manage vendor performance, including BPOs and external contractors.
- Establish and monitor SLAs and KPIs to proactively identify operational risks.
- Drive complex, cross-functional initiatives across Compliance, Legal, Risk, and Product teams.
- Analyze complaint data to identify trends and systemic improvements.
- Manage capacity planning and resource allocation.
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