Lead, Customer Advocacy
WFA Digital Insight
In today's fast-paced digital landscape, customer advocacy has become a crucial component of any successful business strategy. With the demand for customer experience specialists expected to rise, companies like Affirm are looking for skilled professionals to lead the charge. As a Lead, Customer Advocacy, you'll have the opportunity to make a real impact on customer satisfaction and business growth. With over 70% of customers considering customer service a key factor in their purchasing decisions, this role is more critical than ever. Before applying, candidates should be aware of the importance of empathy, strong analytical skills, and the ability to navigate complex, cross-functional challenges.
Job Description
About the Role
The Lead, Customer Advocacy role at Affirm is a unique opportunity to make a real difference in the lives of customers. As a member of the Customer Advocacy and Retention team, you will be responsible for resolving complex complaints, leading a team of Customer Advocacy Associates, and driving operational excellence across internal and external partners. Your deep understanding of customer needs, combined with your expertise in service and product, will enable you to provide fair, empathetic outcomes and improve the overall customer experience.The Customer Advocacy and Retention team is the voice of Affirm, championing customers and using their voices to drive positive change. As a Lead, you will play a critical role in shaping this vision and ensuring that every customer interaction is handled with care and professionalism. Your ability to navigate complex, cross-functional challenges will be essential in this role, as you will be working closely with various stakeholders to identify root causes, assess complaint validity, and determine appropriate resolutions.
What You Will Do
- Resolve complex and highly escalated customer complaints with efficiency, empathy, and sound judgment
- Lead, manage, 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
- Own quality assurance operations and processes, ensuring consistent, high-quality complaint handling across the team
- Evolve QA processes to ensure they are scalable, efficient, and effective
- Represent and advocate for the complaints function in cross-functional forums to ensure consistent, high-quality customer experiences
- Communicate with customers across channels, including email and phone, as appropriate
- Review and respond to sensitive, high-risk complaints, reinforcing and shaping the “Voice of Affirm”
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 (or similar)
- Excellent written and verbal communication skills, with the ability to convey complex topics clearly and concisely
Nice to Have
- Experience with customer advocacy platforms and tools
- Knowledge of industry regulations and compliance standards
- Familiarity with project management methodologies and tools
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a fast-growing, innovative company
- Collaborative, dynamic work environment
- Professional development and growth opportunities
- Flexible, remote work arrangements
- Access to cutting-edge technology and tools
- Recognition and reward for outstanding performance
How to Stand Out
- Develop a strong understanding of customer advocacy principles and practices to stand out as a candidate.
- Highlight your experience with complex complaint resolution and team management in your application.
- Be prepared to provide specific examples of how you have driven operational excellence and improved customer satisfaction in previous roles.
- Familiarize yourself with industry regulations and compliance standards to demonstrate your expertise.
- Showcase your ability to communicate complex topics clearly and concisely, both in writing and verbally.
- Be prepared to discuss your experience with data-driven decision making and process improvement.
- Research the company culture and values to ensure you are a good fit for the role and the organization.
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