Affirm
Customer Advocacy Associate II
Remote role where the employee must remain based in a particular country.
United States only
Employer listed it 4 weeks ago · Added 5 days ago
Been open since 4 weeks ago, still being checked, but it has been live a while.
Salary
$60,000 to $80,000 per month
Location
United States only
Timezone
Not stated
Contract
Full-time
Experience
Entry
Category
Other
Stated by the employer in the job description
Remote flexibility
Work from home
This is a remote role, but the employee must be based in United States. It is work from home rather than work from anywhere.
What the employer says
- Source listing states candidate location: "Remote US"
- Job description states: "based in San Francisco or Los Angeles"
What Nomaders makes of it
- Payroll and tax are likely handled in that country only
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
At Affirm, we exist for the moments that matter—giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most.
About the Operations team The Operations team delivers seamless customer experiences and enables new product capabilities while ensuring operational excellence. The team owns strategy, planning, technical execution, customer service, fraud operations, process design, quality, training, and program management. We drive efficiency, resolve issues quickly, and scale operations as the business grows. Our goal is to deliver seamless support while maintaining high standards and reducing risk. About the role
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 Associate II, you'll be empowered as the Voice of Affirm to use exceptional empathy and product expertise to solve highly complex complaints filed with Bank Partners, Executive Leadership and other Internal Affirm teams. 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. The team works directly with customers until these complaints are deemed resolved. Your job is not only to investigate, remediate, and address complaints, but to help us learn as a company from each escalation, 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 a member of the Customer Advocacy and Retention (CAR) team.
What you’ll do
Deliver an outstanding customer experience
Review, respond and investigate complaints received from Executives and other Internal Teams such as Investor Relations or Press as well as Bank Partners
Solve customer issues efficiently, effectively, and empathetically with an emphasis on quality, accuracy, and thoroughness
Communicate with Customers using email
Categorize and record all complaints with extreme attention to detail
Drive continuous improvement
Engage with cross functional partners (Compliance, Legal, Risk, Product, Communications, etc.) to spearhead remediation of thematic problems.
Identify areas of opportunity to improve procedures, processes, or tooling and lead project workstreams.
Grow your financial services expertise
Become a subject matter expert on current and emerging products as well as consumer finance policies and servicing processes, and regulatory requirements
What we look for
Minimum 1 year experience in operations, customer support, social media management, communications or related fields
Exceptional communication and writing skills with attention to detail, grammar, brand tone, and voice
An eagerness to think outside the box both in terms of solutions to complex complaints and process improvement
Resiliency with ability to bounce back from challenging interactions and manage through complexity and uncertainty
Strong customer empathy and service level focus
Proactive thinker constantly seeking improvement opportunities in work
Team player with the ability to collaborate and be sensitive of others
Base Pay Grade - C 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: $60,000 - $80,000 USD USA base pay range (all other U.S. states) per year: $53,000 - $73,000 USD
Requirements
The employer hasn't listed requirements separately, they're described in the role summary above and on the original listing.
Benefits
No benefits package published with this listing. Ask about it at first interview.
How to apply
- 1Check the flexibility label above, work from home, matches where you plan to live and work.
- 2Tailor your CV to the role at Affirm, mentioning your remote working experience.
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 5d ago. Last checked 23 Sept. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
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