Manager - Customer Advocacy

5 days ago

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Affirm

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Affirm is a financial technology company that offers a 'Buy Now, Pay Later' service, allowing consumers to make purchases and pay for them over time with flexible payment plans. Affirm eliminates hidden fees and compound interest, providing clear terms and conditions for its users. The company also offers the Affirm Card, a debit card that allows users to request to pay over time for larger purchases or pay in full for smaller ones. Affirm partners with various retailers across multiple categories, including electronics, apparel, and travel, providing customers with the convenience of paying over time at checkout both online and in physical stores. Affirm's services are integrated with Apple Pay, enabling customers to make payments seamlessly from their iPhone or iPad.

eCommerce • Payments • Installment Loans • Millennials • Financial Services

1001 - 5000 employees

Founded 2012

💳 Fintech

👥 B2C

🛍️ eCommerce

💰 Post-IPO Equity on 2021-01

📋 Description

• Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest. • Affirm’s Customer Advocacy and Retention (CAR) team houses our customer complaint experts. When customers share their painful experiences with Affirm, Affirm has invaluable insight into the breaking points of our products, processes, or policies. As we learn from and champion for these customers, we use their voices to improve customer experience, deliver fair outcomes and repair relationships. • As a Manager, Customer Advocacy, you will be a strong, supportive people lead for our global team responsible for handling the most complex customer issues. This role will manage both onshore and offshore teams, ensuring efficient case management workflows, escalation paths, and data-driven decision-making to enhance operational efficiency and customer satisfaction. In addition, you will drive KPIs and OKRs for the team to achieve, develop and optimize processes and provide regular coaching and feedback to help facilitate and further the team’s growth.

🎯 Requirements

• 5+ years of experience in customer service, operations, or escalation management with a minimum of 2+ years experience in a leadership role managing teams across multiple geographies (onshore & offshore) • Ability to multitask and prioritize, including strong time management skills • Proven leadership skills, including ability to mentor, motivate and encourage team members • Strong experience in case management workflows and escalation handling, including designing processes for complex customer issues • Proficiency in data analysis and reporting, with the ability to leverage insights to drive operational improvements and business decisions • Ability to influence and collaborate across departments to drive resolution and enhance the customer experience • Strong organizational and project management skills, with the ability to prioritize competing demands in a fast-paced environment • Thrives in a faced-paced environment with ambiguity, constant change and a rapidly growing team; is able to make measured, objective, data-driven decisions on a daily basis

🏖️ Benefits

• Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents • Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses • Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge • ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount