Affirm
Financial Services
Lead,CustomerAdvocacy
Neural analysis suggests this role is
optimal for Lead candidates.
“Lead, Customer Advocacy at Affirm. Skills: Customer advocacy, Operational excellence, Cross-functional leadership. Lead and develop team. Manage team performance”
What You'll Achieve.
Improve service levels; Reduce complaint rates; Increase customer satisfaction
Industry & Context.
Analytical skills; Critical thinking; Root cause analysis
What They're Looking For.
Must Have
5+ years people management, 3+ years customer support experience, Experience managing vendors, Experience owning multi-domain operational functions
Nice to Have
Master's degree, No experience with a Bachelor's
What You'll Do.
Lead and develop team
Manage team performance
Foster high-performing environment
Partner with recruiting
Deliver exceptional customer outcomes
Resolve complex complaints
Review sensitive complaints
Communicate with customers
Represent complaints function
Own operational excellence
Own vendor performance
Establish service level expectations
Monitor service levels
Oversee internal escalation workflows
Act as escalation point
Establish scalable support models
Lead cross-functional initiatives
Act as operational interface
Improve intake quality
Improve routing accuracy
Improve escalation effectiveness
Remove operational bottlenecks
Drive alignment on processes
Influence product improvements
Influence policy improvements
Influence process improvements
Analyze complaint data
Identify systemic improvement opportunities
Reduce complaint rates
Improve customer satisfaction
Drive remediation of issues
Improve complaints management program
Improve program tools
Improve program workflows
Identify emerging risks
Identify operational gaps
Identify service-level challenges
Drive end-to-end solutions
Improve customer-facing resources
Improve customer education
Grow financial services expertise
Serve as subject matter expert
Stay informed on policies
Stay informed on trends
How You'll Work.
Team & Collaboration
Cross-functional partners; Internal partners; External partners; Vendor partners; Compliance; Legal; Risk; Product; Communications
Communication Scope
Written communication; Verbal communication; Convey complex topics
Process & Methodology
Capacity planning, Resource allocation
Full Job Description
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. Key Attributes 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
Applying for this Lead, Customer Advocacy role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Greenhouse
- Create a Greenhouse profile before applying — it saves time across multiple applications.
- Upload your resume as a PDF; the parser handles it better than Word.
- Answer all knockout questions carefully — wrong answers auto-reject before a human sees you.
- Enable email notifications to track application status in real time.
ANONYMOUS · UNFILTERED
What do employees actually say about Affirm?
Real rants from real employees. Read before you apply.