Affirm

1 month ago

Lead, Customer Advocacy

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Lead Affirm’s Customer Advocacy and Retention team by resolving highly complex complaints, building and coaching a high-performing team of Customer Advocacy Associates, driving cross-functional initiatives, and owning QA, escalation, and vendor performance to improve service levels and customer outcomes at scale.

Location: Canada

Workplace: Remote

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Lead and develop a high-performing team of Customer Advocacy Associates
•Drive team performance using metrics such as productivity, quality, customer outcomes, and service levels
•Resolve complex and highly escalated customer complaints with efficiency, empathy, and sound judgement
•Review and respond to sensitive, high-risk complaints, reinforcing the Voice of Affirm
•Own QA operations and processes, ensuring consistent, high-quality complaint handling across the team

Pay and Benefits

Salary: USD 89,000 - 139,000 annually

Perks:Health InsuranceTime OffEquityFlexible Spending

Key Requirements

•5+ years of people management experience in a customer operations or service delivery environment, or 3+ years with a Master’s degree; or equivalent experience
•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 (e.g., QA, escalations, service delivery)
•Demonstrated ability to lead complex, cross-functional initiatives and drive measurable outcomes

Experience:5+ yearsFintechPayments

Education:Bachelor's

Skills:CommunicationLeadershipProblem-solvingStakeholder managementData-drivenAnalytical thinking

Languages:English

Company Brief

Affirm

Provides point-of-sale lending and buy-now-pay-later (BNPL) solutions for consumers and merchants, enabling installment payments, consumer financing, and embedded financial services through APIs and partnerships with retailers and platforms.

Industry: Lending

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2012

Website LinkedIn

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Affirm

1 month ago

Lead, Customer Advocacy

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Location: Canada

Workplace: Remote

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Lead and develop a high-performing team of Customer Advocacy Associates
•Drive team performance using metrics such as productivity, quality, customer outcomes, and service levels
•Resolve complex and highly escalated customer complaints with efficiency, empathy, and sound judgement
•Review and respond to sensitive, high-risk complaints, reinforcing the Voice of Affirm
•Own QA operations and processes, ensuring consistent, high-quality complaint handling across the team

Pay and Benefits

Salary: USD 89,000 - 139,000 annually

Perks:Health InsuranceTime OffEquityFlexible Spending

Key Requirements

•5+ years of people management experience in a customer operations or service delivery environment, or 3+ years with a Master’s degree; or equivalent experience
•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 (e.g., QA, escalations, service delivery)
•Demonstrated ability to lead complex, cross-functional initiatives and drive measurable outcomes

Experience:5+ yearsFintechPayments

Education:Bachelor's

Skills:CommunicationLeadershipProblem-solvingStakeholder managementData-drivenAnalytical thinking

Languages:English

Company Brief

Affirm

Industry: Lending

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2012

Website LinkedIn