Customer Advocacy Specialist II - Remote

Affirm; Philadelphia (Philadelphia County); On-site; USD 53,000 - 80,000; Full time

Benefits offered by this job

Health coverage

Monthly stipends for tech setup

Time off and holidays

Employee stock purchase plan

Job summary

Affirm’s Customer Advocacy and Retention team seeks a Customer Advocacy Associate II to champion for customers, investigate complaints, and drive fair outcomes. You’ll collaborate with Bank Partners, Executives, and internal teams to identify root causes and solutions.

You’ll learn our products, policies, and servicing processes, delivering empathetic, accurate responses and contributing to scalable improvements across operations.

Qualifications

• Minimum 1 year experience in operations, customer support, or related fields.
• Exceptional written and verbal communication with brand voice and grammar.
• Ability to think creatively for complex complaints and process improvements.
• Resiliency to handle challenging interactions and manage complexity.

Responsibilities

• Deliver an outstanding customer experience while addressing complaints.
• Review, respond to, and investigate complaints from Executives, Investor Relations, and Bank Partners.
• Remediate issues with accuracy, empathy, and a compliance mindset.
• Communicate with customers via email and document all interactions precisely.
• Identify root causes and collaborate with Compliance, Legal, Risk, Product, and Communications.

Skills

Customer empathy

Exceptional writing

Problem solving

Cross-functional collaboration

Attention to detail

Communication skills

Adaptability

Resilience

Job description

Affirm’s Customer Advocacy and Retention team seeks a Customer Advocacy Associate II to champion for customers, investigate complaints, and drive fair outcomes. You’ll collaborate with Bank Partners, Executives, and internal teams to identify root causes and solutions.

You’ll learn our products, policies, and servicing processes, delivering empathetic, accurate responses and contributing to scalable improvements across operations.