Lead, Customer Advocacy
WFA Digital Insight
The demand for customer-centric leaders in fintech has surged, with a 23% increase in advocacy roles in 2025. Affirm stands out for its transparent, consumer-friendly approach to credit. To succeed in this role, candidates need a unique blend of analytical skills, leadership experience, and a deep commitment to customer satisfaction. Before applying, consider how your skills in data analysis, team management, and conflict resolution can drive business outcomes in a fast-paced, remote environment.
Job Description
About the Role
The Lead, Customer Advocacy at Affirm is a pivotal role that combines strategic leadership, customer-centricity, and data-driven decision making. As the Voice of Affirm, this leader will champion customer needs, resolve complex complaints, and drive operational excellence across internal and external partners. The role is part of the Customer Advocacy and Retention (CAR) team, which is dedicated to providing critical insights into customer experiences and using these insights to improve products, processes, and policies.Day-to-day, the Lead will navigate complex, cross-functional challenges, leveraging deep service and product expertise to resolve highly escalated customer complaints. This will involve leading a team of Customer Advocacy Associates, facilitating coordination across partners, and identifying root causes of complaints to determine appropriate resolutions. The role requires a strong ownership mindset, the ability to lead complex initiatives, and a deep commitment to customer-centric solutions.
The CAR team plays a crucial role in Affirm's mission to reinvent credit and make it more honest and friendly. By focusing on customer advocacy and retention, the team helps ensure that customers have positive experiences with Affirm, which in turn drives business growth and sustainability.
What You Will Do
- Lead and develop a high-performing team of Customer Advocacy Associates, driving team performance and fostering a positive team environment.
- 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 QA operations and processes, ensuring consistent, high-quality complaint handling.
- Drive operational excellence across internal and external partners, proactively identifying risks and removing bottlenecks.
- Develop and implement scalable solutions that improve service levels, reduce complaint rates, and increase customer satisfaction.
- Manage external vendors, BPOs, or third-party partners to ensure high-quality service delivery.
- Analyze data and metrics to inform decision making and drive business outcomes.
What We Are Looking For
- 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.
- Excellent written and verbal communication skills, with the ability to convey complex topics clearly and concisely.
Nice to Have
- Experience in the fintech or financial services industry.
- Knowledge of customer advocacy and retention strategies.
- Familiarity with complaint handling and resolution processes.
- Certification in customer service or a related field.
Benefits and Perks
- Competitive salary and benefits package.
- Opportunity to work with a fast-growing, innovative company.
- Remote work arrangement with flexible scheduling.
- Professional development and growth opportunities.
- Access to cutting-edge technology and tools.
- Collaborative, dynamic work environment.
- Recognition and reward for outstanding performance.
How to Stand Out
- Develop a strong understanding of Affirm's products and services to effectively advocate for customers.
- Highlight your experience in leading cross-functional teams and driving operational excellence.
- Showcase your analytical skills by providing examples of how you've used data to inform decision making.
- Prepare to discuss your approach to conflict resolution and customer complaint handling.
- Be ready to talk about your experience with external vendors and partners, and how you've managed these relationships to drive business outcomes.
- Consider creating a portfolio that demonstrates your customer-centric approach and leadership skills.
- Research the company culture and be prepared to discuss how your values align with Affirm's mission and vision.
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