Customer Advocacy Associate II

Affirm
United States
Workplace: RemoteFull timeUSD 53,000 - 80,000 annuallyFunction: Customer Success & Account ManagementExperience: 1+ yearsSkills: ["Communication","Writing","Attention to detail","Empathy","Cross-functional collaboration","Problem-solving","Resilience","Proactive improvement mindset"]

Serve as the Voice of Affirm’s Customer Advocacy and Retention (CAR) team, investigating and resolving complex customer complaints filed by bank partners and internal stakeholders. Review, categorize, and document complaint details with accuracy, communicate with customers via email, and drive timely remediation. Partner cross-functionally with Compliance, Legal, Risk, Product, and Communications to identify root causes, improve procedures, and scale better customer outcomes through a compliance and risk mindset.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Affirm
Affirm
2 days ago

Customer Advocacy Associate II

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 17 minutes agoStatus: Live

Job Summary

Serve as the Voice of Affirm’s Customer Advocacy and Retention (CAR) team, investigating and resolving complex customer complaints filed by bank partners and internal stakeholders. Review, categorize, and document complaint details with accuracy, communicate with customers via email, and drive timely remediation. Partner cross-functionally with Compliance, Legal, Risk, Product, and Communications to identify root causes, improve procedures, and scale better customer outcomes through a compliance and risk mindset.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Deliver an outstanding customer experience by reviewing, responding to, and investigating complex complaints.
  • •Solve customer issues efficiently and empathetically with a quality, accuracy, and thoroughness focus.
  • •Communicate with customers using email and maintain detailed complaint categorization and records.
  • •Drive continuous improvement by identifying opportunities to improve procedures, processes, or tooling.
  • •Coordinate cross-functional remediation to address thematic problems and drive complaint resolution.

Pay and Benefits

Salary: USD 53,000 - 80,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionPaid LeaveTechnology StipendEspp

Key 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.
  • •Strong customer empathy and a service-level focus.
  • •Resiliency to handle challenging interactions and manage complexity and uncertainty.
  • •Proactive, improvement-oriented team collaboration with cross-functional partners.
Experience:1+ yearsFinancial servicesCustomer support
Skills:CommunicationWritingAttention to detailEmpathyCross-functional collaborationProblem-solvingResilienceProactive improvement mindset

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

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
WebsiteLinkedIn