Manager, Customer Advocacy

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 houses our customer complaint experts. When customers share their painful experiences with Affirm, Affirm has invaluable insight into the breaking points of our products, processes, or policies. As we learn from and champion for these customers, we use their voices to improve customer experience, deliver fair outcomes and repair relationships.

As a Manager, Customer Advocacy, you will be a strong, supportive people lead for our global team responsible for handling the most complex customer issues. This role will manage both onshore and offshore teams, ensuring efficient case management workflows, escalation paths, and data-driven decision-making to enhance operational efficiency and customer satisfaction. In addition, you will drive KPIs and OKRs for the team to achieve, develop and optimize processes and provide regular coaching and feedback to help facilitate and further the team’s growth.

What You'll Do

• Lead, mentor, and develop a high-performing team by providing coaching and real-time feedback. Establish clear performance expectations, set individual goals, and create structured improvement plans for continuous growth.
• Partner with our internal training team to build and maintain training materials, including standard operating procedures (SOPs), onboarding programs, job aids, and refresher training to enhance team knowledge and effectiveness.
• Serve as an escalation point, providing hands-on guidance to resolve complex cases and ensure exceptional customer service.
• Support career growth by assisting team members in developing skills and mapping career progression plans.
• Collaborate with the Quality Assurance team to ensure reviews and audits are completed with accuracy, consistency, and compliance against regulatory requirements. Leverage insights to drive continuous improvement.
• Develop and manage processes for coordinating customer complaints and escalations across multiple outsourced contact centers and internal teams.
• Advocate for the Voice of the Customer (VoC) by partnering with internal teams to address systemic issues and improve the overall customer experience.
• Lead process optimization initiatives to enhance case management flows, escalation handling, and service efficiency.
• Utilize data analytics and performance insights to identify root causes of customer pain points and drive process improvements.
• Establish, maintain, and monitor key performance metrics, ensuring transparency in team productivity and efficiency.
• Provide regular reporting on business trends, team performance, and customer feedback to inform leadership decisions.
  
  

• 5+ years of experience in customer service, operations, or escalation management with a minimum of 2+ years experience in a leadership role managing teams across multiple geographies (onshore & offshore).
• Ability to multitask and prioritize, including strong time management skills.
• Proven leadership skills, including the ability to mentor, motivate, and encourage team members.
• Strong experience in case management workflows and escalation handling, including designing processes for complex customer issues.
• Proficiency in data analysis and reporting, with the ability to leverage insights to drive operational improvements and business decisions.
• Ability to influence and collaborate across departments to drive resolution and enhance the customer experience.
• Strong organizational and project management skills, with the ability to prioritize competing demands in a fast-paced environment.
• Thrives in a fast-paced environment with ambiguity, constant change, and a rapidly growing team; is able to make measured, objective, data-driven decisions on a daily basis.
  
  

Pay Grade - K
Equity Grade - 5
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 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.)

CAN base pay range per year: $109,000 - $159,000

Please note that visa sponsorship is not available for this position.

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.

Benefits

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.

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