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

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

What you’ll do

Lead and develop a high-performing team

Manage, coach, 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

Deliver exceptional customer outcomes

Resolve complex and highly escalated customer complaints with efficiency, empathy, and sound judgment

Review and respond to sensitive, high-risk complaints, reinforcing and shaping the “Voice of Affirm”

Communicate with customers across channels, including email and phone, as appropriate

Represent and advocate for the complaints function in cross-functional forums to ensure consistent, high-quality customer experiences

Own operational excellence across internal and external partners

Own QA operations and processes, ensuring consistent, high-quality complaint handling across the team

Evolve QA frameworks to maintain depth, rigor, and scalability as the organization grows

Own vendor performance and accountability for third-party complaint handling, ensuring alignment with Affirm standards for quality, compliance, and customer experience

Establish and monitor service level expectations (SLAs/KPIs), proactively identifying risks and driving corrective actions

Oversee internal escalation workflows and act as a point of escalation for the most complex and sensitive issues

Establish scalable support models and coverage strategies to maintain service levels during periods of fluctuating volume or constrained bandwidth

Own capacity planning and resource allocation across internal teams, vendors, and contractors

Manage and oversee contractors supporting the CAR team to ensure consistent performance and coverage

Drive cross-functional impact

Lead complex, cross-functional initiatives across teams such as Vendor Partners, Compliance, Legal, Risk, Product, and Communications

Act as the primary operational interface with partner teams to improve intake quality, routing accuracy, and escalation effectiveness

Remove operational bottlenecks and drive alignment on processes, tooling, and customer experience standards

Influence product, policy, and process improvements based on customer insights and complaint trends

Drive continuous improvement at scale

Analyze complaint data to identify trends, root causes, and opportunities for systemic improvement

Deliver measurable impact by reducing complaint rates and improving customer satisfaction

Drive remediation of thematic issues through strong cross-functional collaboration

Continuously improve the internal complaints management program, tools, and workflows

Identify emerging risks, operational gaps, and service-level challenges, and drive end-to-end solutions with minimal direction

Improve customer-facing resources and education to streamline service and reduce friction

Grow your financial services expertise

Serve as a subject matter expert on Affirm’s products, servicing processes, and applicable regulatory requirements

Stay informed on evolving consumer finance policies and industry trends

What we look for

5+ years of people management experience in a customer operations or service delivery environment with a Bachelor’s degree; OR 3+ years with a Master’s degree; or no experience with a PhD; or equivalent experience

3+ years of experience in customer support, service delivery, or complaint resolution

Experience managing vendors, BPOs, or external partners

Experience owning multi-domain operational functions (e.g., QA, escalations, service delivery)

Demonstrated ability to lead complex, cross-functional initiatives and drive measurable outcomes

Strong operational mindset with experience managing SLAs, KPIs, and service performance

Ability to operate independently and drive execution with minimal oversight

Resilience and ability to navigate ambiguity, complexity, and high-pressure situations

Collaborative mindset with strong stakeholder management skills

Exceptional written and verbal communication skills with attention to detail, tone, and clarity

Strong customer empathy and a passion for improving customer outcomes

Proactive thinker with a continuous improvement mindset

Pay Grade - I
Equity Grade - 3

Employees new to Affirm typically come in at the start of the pay range. 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 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, the employees may be eligible for equity rewards offered by Affirm Holdings, Inc. (parent company).

CAN base pay range per year: $89,000 - $139,000

# LI-Remote

Affirm 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. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities.

We’re extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include:

Health 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.

Lead, Customer Advocacy

Job Description

Key Attributes

Skills & Requirements