Customer Advocacy Associate II

United StatesRemotemid

OtherAssociate

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Quick Summary

Overview

At Affirm, we exist for the moments that matter—giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most.

Technical Tools

OtherAssociate

At Affirm, we exist for the moments that matter—giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most.

About the Role

~1 min read

Affirm’s Customer Advocacy and Retention (CAR) team sits within Customer Operations and houses our customer complaint experts. When customers share their challenging experiences with Affirm, Affirm has invaluable insight into the breaking points of our products, processes, or policies. As we learn from and champion for our customers, we use their voices to improve customer experience, deliver fair outcomes and repair relationships.

Responsibilities

~1 min read

Review, respond and investigate complaints received from Executives and other Internal Teams such as Investor Relations or Press as well as Bank Partners

Solve customer issues efficiently, effectively, and empathetically with an emphasis on quality, accuracy, and thoroughness

Communicate with Customers using email

Categorize and record all complaints with extreme attention to detail

Engage with cross functional partners (Compliance, Legal, Risk, Product, Communications, etc.) to spearhead remediation of thematic problems.

Identify areas of opportunity to improve procedures, processes, or tooling and lead project workstreams.

Become a subject matter expert on current and emerging products as well as consumer finance policies and servicing processes, and regulatory requirements

Minimum 1 year experience in operations, customer support, social media management, communications or related fields
Exceptional communication and writing skills with attention to detail, grammar, brand tone, and voice
An eagerness to think outside the box both in terms of solutions to complex complaints and process improvement
Resiliency with ability to bounce back from challenging interactions and manage through complexity and uncertainty
Strong customer empathy and service level focus
Proactive thinker constantly seeking improvement opportunities in work
Team player with the ability to collaborate and be sensitive of others

What We Offer

~2 min read

Employees new to Affirm typically come in at the start of the pay range.

Please note that visa sponsorship is not available for this position.

#LI-Remote

Remote-first with flexibility built in
Affirm is proud to be a remote-first company. Most roles can be done from almost anywhere within the country of employment. Some positions may occasionally require in-person work at an Affirm office, and a few are office-based due to the nature of the work. All new hires will be invited to attend an in-person onboarding experience.

Benefits designed for you
Our benefits reflect our commitment to care, transparency, and flexibility. Here are a few highlights:

✓Health coverage at no cost: We cover 100% of premiums for employees and their dependents.

✓Spending stipends: Monthly stipends support your tech setup, and the ability to choose health and wellness options that are right for you.

✓Time off to recharge: Flexible time off and generous holiday calendars help you rest when you need to.

✓Own a piece of what you build: Our employee stock purchase plan (ESPP) lets you buy Affirm stock at a discount.