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, our team captures invaluable insight into the breaking points of our products, processes, or policies. By championing their voices we improve customer experience, deliver fair outcomes and repair relationships. As a Customer Advocacy Specialist, you are 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 root causes and evaluate options to remedy issues, ultimately driving resolution. You will also help the company learn from each interaction to make our products more seamless and identify opportunities to improve customer trust or the team’s operations at scale.What You’ll DoReview, respond to, and investigate complaints submitted directly by customers.Solve customer issues efficiently, effectively, and empathetically, 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.Engage with cross‑functional partners (Compliance, Legal, Risk, Product, Communications, etc.) to spearhead remediation of thematic problems.Improve our resources and tools available for our customers to enable customer education and streamline service.Identify areas of opportunity to improve procedures, processes, or tooling and lead project workstreams.Become a subject‑matter expert on current and emerging products as well as consumer finance policies, servicing processes, and regulatory requirements.What We Look ForBachelor’s Degree with 1+ year(s) of 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.Resilience and the 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 to others.Base Pay Grade – DEquity Grade – 1Affirm focuses on 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 monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents). In addition, employees may be eligible for equity rewards offered by affirm holdings, Inc. (parent company).CAN pay range per year: $55,000–$75,000Employees new to affirm typically start at the beginning of the pay range.Please note that sponsorship is not available for this position.#LI-RemoteAffirm is proud to be a remote‑first company The majority of our roles are remote and you can work almost anywhere within the country of employment. A limited number of roles remain office‑based due to the nature of their responsibilities.BenefitsHealth care coverage – affirm covers all premiums for all levels of coverage for you and your dependents.Flexible Spending Wallets – generous stipends for spending on technology, food, various lifestyle needs, and family‑forming expenses.Time off – competitive vacation and holiday schedules allowing you to take time off to rest and recharge.ESPP – an employee stock purchase plan enabling you to buy shares of affirm at a discount.We believe it’s on us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.For U.S. positions that could be performed in Los Angeles or San Francisco: Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, affirm will consider for employment qualified applicants with arrest and conviction records.By clicking “Submit Application,” you acknowledge that you have read affirm’s global candidate privacy notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein. #J-18808-Ljbffr