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.
About The Role
Affirm’s Customer Advocacy and Retention (CAR) team houses our customer advocacy experts. When customers share their most challenging experiences with Affirm, the CAR team provides critical insight into the breaking points of our products, processes, and policies. By championing these customers, we use their voices to improve the customer experience, deliver fair outcomes, and repair relationships.
As a Customer Advocacy Lead, you will serve as the Voice of Affirm - leveraging deep service and product expertise to resolve highly complex complaints while leading a team of Customer Advocacy Associates. The team facilitates coordination across cross-functional partners to identify root causes, assess complaint validity, and determine appropriate, compliant resolutions.
Beyond individual case resolution, this role owns key components of Affirm’s complaints and customer advocacy ecosystem, including quality assurance operations, escalation management, and vendor performance. You will act as a critical operational leader across internal and external partners - proactively identifying risks, removing bottlenecks, and driving scalable solutions that improve service levels, reduce complaint rates, and increase customer satisfaction.
This role requires navigating complex, cross-functional challenges and leading initiatives that enhance both customer outcomes and operational effectiveness at scale.
Experience as a people manager with a track record of building high-performing teams
Strong ownership mindset with the ability to lead complex, cross-functional initiatives
Deep commitment to customer-centric solutions and fair, empathetic outcomes
Data-driven decision maker with strong analytical and critical thinking skills
Process improvement mindset with strong operational rigor
Ability to influence and drive alignment across multiple stakeholders
Sound judgment and accountability when handling sensitive, high-risk issues
Experience managing external vendors, BPOs, or third-party partners (or similar)
Excellent written and verbal communication skills, with the ability to convey complex topics clearly and concisely
What you’ll do
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 with efficiency, empathy, and sound judgment
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
Manage and oversee contractors supporting the CAR team to ensure consistent performance and coverage
Drive cross-functional impact
Lead complex, cross-functional initiatives across teams such as Vendor Partners, Compliance, Legal, Risk, Product, and Communications
Act as the primary operational interface with partner teams to improve intake quality, routing accuracy, and escalation effectiveness
Remove operational bottlenecks and drive alignment on processes, tooling, and customer experience standards
Influence product, policy, and process improvements based on customer insights and complaint trends
Drive continuous improvement at scale
Analyze complaint data to identify trends, root causes, and opportunities for systemic improvement
Deliver measurable impact by reducing complaint rates and improving customer satisfaction
Drive remediation of thematic issues through strong cross-functional collaboration
Continuously improve the internal complaints management program, tools, and workflows
Identify emerging risks, operational gaps, and service-level challenges, and drive end-to-end solutions with minimal direction
Improve customer-facing resources and education to streamline service and reduce friction
Grow your financial services expertise
Serve as a subject matter expert on Affirm’s products, servicing processes, and applicable regulatory requirements
Stay informed on evolving consumer finance policies and industry trends
What we look for
5+ years of people management experience in a customer operations or service delivery environment with a Bachelor’s degree; OR 3+ years with a Master’s degree; or no experience with a PhD; 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
Strong operational mindset with experience managing SLAs, KPIs, and service performance
Ability to operate independently and drive execution with minimal oversight
Resilience and ability to navigate ambiguity, complexity, and high-pressure situations
Collaborative mindset with strong stakeholder management skills
Exceptional written and verbal communication skills with attention to detail, tone, and clarity
Strong customer empathy and a passion for improving customer outcomes
Proactive thinker with a continuous improvement mindset
Pay Grade - I
Equity Grade - 3
Employees new to Affirm typically come in at the start of the pay range. 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 monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents). In addition, the employees may be eligible for equity rewards offered by Affirm Holdings, Inc. (parent company).
CAN base pay range per year: $89,000 - $139,000
# LI-Remote
Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities.
We’re extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include:
We believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.
[For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Affirm will consider for employment qualified applicants with arrest and conviction records.
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