Customer Advocacy Associate II

About the Operations team
The Operations team delivers seamless customer experiences and enables new product capabilities while ensuring operational excellence. The team owns strategy, planning, technical execution, customer service, fraud operations, process design, quality, training, and program management. We drive efficiency, resolve issues quickly, and scale operations as the business grows. Our goal is to deliver seamless support while maintaining high standards and reducing risk.

About the role

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. 

As a Customer Advocacy Associate II, you'll be empowered as the Voice of Affirm to use exceptional empathy and product expertise to solve highly complex complaints filed with Bank Partners, Executive Leadership and other Internal Affirm teams. The team facilitates communication and coordination among cross functional partners to identify the root causes and validity of the complaint, and uses a compliance and risk-based mindset to evaluate options to remedy the issues and determine the appropriate solutions to drive resolution. The team works directly with customers until these complaints are deemed resolved. Your job is not only to investigate, remediate, and address complaints, but to help us learn as a company from each escalation, so we can make using our products as seamless as possible. See an opportunity to improve customer trust or our team's operations at scale? You'll drive this as a member of the Customer Advocacy and Retention (CAR) team.

What you’ll do

• Deliver an outstanding customer experience
• 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
• Drive continuous improvement 
• 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.
• Grow your financial services expertise
• Become a subject matter expert on current and emerging products as well as consumer finance policies and servicing processes, and regulatory requirements

What we look for

• 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

Base Pay Grade - C
Equity Grade - 1

Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills. Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents).

USA base pay range (CA, WA, NY, NJ, CT) per year: $60,000 - $80,000 USD
USA base pay range (all other U.S. states) per year: $53,000 - $73,000 USD

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.