Customer Advocacy Associate II @Affirm

Overview

Affirm is a remote-first company focused on delivering clear and predictable payment solutions. The Customer Advocacy Associate II role is part of the Customer Advocacy and Retention team, aiming to improve customer experiences by resolving complex complaints and driving operational improvements.

Key Responsibilities

• Deliver an outstanding customer experience.
• Review, respond to, and investigate complaints from Executives, Internal Teams, and Bank Partners.
• Address customer issues with an emphasis on quality, accuracy, and empathy.
• Communicate with customers primarily through email.
• Categorize and record complaints with attention to detail.
• Drive continuous improvement and identify operational opportunities.
• Collaborate with cross-functional partners to spearhead remediation of issues.
• Develop expertise in financial services and remain informed about current products and regulations.

Requirements

• Minimum 1 year of experience in operations, customer support, or related fields.
• Exceptional communication and writing skills.
• Eagerness to think creatively for solutions and process improvements.
• Resilient and able to handle complex interactions.
• Strong customer empathy and service-level focus.
• Proactive in seeking opportunities for improvement.
• Team player with strong collaboration skills.

Benefits

• Health coverage at no cost to employees and dependents.
• Monthly stipends for tech setup and health/wellness options.
• Flexible time off and generous holiday schedules.
• Employee stock purchase plan (ESPP) available at a discount.

Location

Remote within the United States.

How to Apply

Click "Submit Application" to proceed.