Shape the future of customer service at Affirm as a Lead Customer Advocacy expert. Take charge of resolving complex complaints, leading a dynamic team, and improving overall customer satisfaction in a remote work environment.
As part of Affirm’s Customer Advocacy and Retention team, this leadership role involves managing a team of Customer Advocacy Associates while addressing customer concerns. You will leverage your deep knowledge of Affirm’s services to navigate and resolve intricate complaints efficiently. A strong focus on operational excellence and cross-functional collaboration is essential to drive customer outcomes and operational improvements.
Key Responsibilities:
• Lead and manage a high-performing advocacy team
• Resolve escalated customer complaints with empathy and efficiency
• Oversee quality assurance in complaint handling
• Collaborate cross-functionally to improve complaint processes
• Drive continuous improvement initiatives from data analysis