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Salary: USD 53,000 - 80,000 / annual
Affirm's Customer Advocacy and Retention (CAR) team is seeking a Customer Advocacy Associate II to serve as the Voice of Affirm, investigating and resolving complex customer complaints escalated from bank partners, executives, and internal teams. You'll combine exceptional empathy with product expertise to understand root causes, evaluate remediation options, and drive fair resolutions while maintaining compliance and risk-based standards.
Key responsibilities include reviewing and responding to complaints from executives, investor relations, press, and bank partners; solving customer issues efficiently and empathetically with emphasis on quality and thoroughness; communicating with customers via email; and meticulously categorizing and recording all complaints. You'll also engage cross-functionally with Compliance, Legal, Risk, Product, and Communications teams to identify and remediate thematic problems, spearhead process improvements, and lead project workstreams.
The role offers the opportunity to become a subject matter expert on Affirm's products, consumer finance policies, servicing processes, and regulatory requirements. You'll drive continuous improvement by identifying opportunities to enhance procedures, processes, and tooling at scale.
Required qualifications include minimum 1 year of experience in operations, customer support, social media management, communications, or related fields. You should demonstrate exceptional communication and writing skills with meticulous attention to detail, grammar, brand tone, and voice. The ideal candidate is a proactive thinker with strong customer empathy, resiliency to manage complex interactions, and the ability to collaborate effectively across teams while seeking continuous improvement opportunities.
