Customer Advocacy Specialist

Join to apply for the Customer Advocacy Specialist role at Affirm 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 with Affirm, we gain invaluable insight into the breaking points of our products, processes, or policies. We learn from and champion for our customers, using their voices to improve customer experience, deliver fair outcomes, and repair relationships. As a Customer Advocacy Specialist, you’ll be the Voice of Affirm, using exceptional empathy and product expertise to solve highly complex complaints. You will facilitate communication and coordination among cross‑functional partners to identify root causes and evaluate options for remedy, choosing appropriate solutions to drive resolution. Your job is not only to help customers with the issues they encounter, but also to help us learn from each interaction, improving our products for seamless customer experience. What You’ll Do Deliver an outstanding customer experience: Review, 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 via email, and when appropriate, phone 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 Improve our resources and tools available for customers to enable education and streamline service 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, consumer finance policies, servicing processes, and regulatory requirements What We Look For Bachelor’s Degree with 1+ years 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 range per year: $55,000 – $75,000. Please note that sponsorship is not available for this position. Affirm is a remote‑first company. The majority of roles are remote; you can work almost anywhere within the country of employment. Some roles may require occasional on‑site work at an assigned office. Benefits Health care coverage – affirm covers all premiums for you and your dependents Flexible Spending Wallets – generous stipends for technology, food, lifestyle and family expenses Time off – competitive vacation and holiday schedules allowing you to rest and recharge ESPP – 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. In accordance with the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, affirm will consider qualified applicants with arrest and conviction records. Seniority level Associate Employment type Full‑time Job function Other #J-18808-Ljbffr