Customer Advocacy Specialist

Customer Advocacy Specialist

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.

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 Specialist, you'll be empowered as the Voice of Affirm to use exceptional empathy and product expertise to solve highly complex complaints. 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. Your job is not only to help customers with the issues they encounter, but to help us learn as a company from each interaction, 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 the Voice of the Customer.

What You'll Do

• Review, respond and investigate complaints submitted directly by customers
• Solve customer issues efficiently, effectively, and empathetically with emphasis on custom crafting written responses that DO NOT rely heavily on predetermined templates
• Communicate with customers using email, and when appropriate, phone
• Categorize and record all complaints with extreme attention to detail

Drive continuous improvement

Grow your financial services expertise

What We Look For

Base Pay Grade - D 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 : $70,000 - $90,000 USA base pay range (all other U.S. states) per year : $62,000 - $82,000 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. #LI-Remote