Lead, Customer Advocacy at Affirm
Lead and develop a high-performing team
- Manage, coach, and develop a team of Customer Advocacy Associates
- Drive team performance using key metrics such as productivity, quality, customer outcomes, and service levels
- Foster a high-performing, engaged team environment that operates effectively in a fast-paced, evolving environment
- Partner with recruiting to hire, onboard, and retain top talent
- Deliver exceptional customer outcomes
Resolve complex and highly escalated customer complaints
- Review and respond to sensitive, high-risk complaints, reinforcing and shaping the “Voice of Affirm”
- Communicate with customers across channels, including email and phone, as appropriate
- Represent and advocate for the complaints function in cross-functional forums to ensure consistent, high-quality customer experiences
Own operational excellence across internal and external partners
- Own QA operations and processes, ensuring consistent, high-quality complaint handling across the team
- Evolve QA frameworks to maintain depth, rigor, and scalability as the organization grows
- Own vendor performance and accountability for third-party complaint handling, ensuring alignment with Affirm standards for quality, compliance, and customer experience
- Establish and monitor service level expectations (SLAs/KPIs), proactively identifying risks and driving corrective actions
- Oversee internal escalation workflows and act as a point of escalation for the most complex and sensitive issues
- Establish scalable support models and coverage strategies to maintain service levels during periods of fluctuating volume or constrained bandwidth
- Own capacity planning and resource allocation across internal teams, vendors, and contractors
