Remote Customer Advocacy Associate II

Affirm; Nashville (TN); On-site; USD 53,000 - 73,000; Full time

Benefits offered by this job

Health coverage for you and dependents

Monthly tech stipends

Generous time off and holidays

Employee stock purchase plan

Job summary

Affirm is hiring a Customer Advocacy Associate II to act as the Voice of affirm, solving highly complex complaints filed with partners and internal teams. You will investigate, remediate, and address issues while learning from each escalation to improve the customer experience across our products and policies.

Join a remote-first culture, collaborate with Compliance, Legal, Risk and Product, and help scale operations with a risk-aware mindset.

Qualifications

• Minimum 1 year experience in operations, customer support, social media management, communications or related fields.
• Exceptional communication and writing skills with attention to detail, grammar, brand tone, and voice.
• An eagerness to think outside the box for complex complaints and process improvement.

Responsibilities

• Deliver an outstanding customer experience.
• Review, respond and investigate complaints from Executives and internal teams as well as Bank Partners.
• Solve customer issues efficiently with quality, accuracy and empathy.
• Communicate with customers using email.
• Categorize and record all complaints with extreme attention to detail.
• Engage with cross functional partners to spearhead remediation of thematic problems.
• Identify areas to improve procedures, processes, or tooling and lead project workstreams.
• Grow your financial services expertise and become a subject matter expert on products and policies.

Skills

Empathy

Exceptional communication

Problem solving

Attention to detail

Cross-functional collaboration

Customer advocacy

Job description

Affirm is hiring a Customer Advocacy Associate II to act as the Voice of affirm, solving highly complex complaints filed with partners and internal teams. You will investigate, remediate, and address issues while learning from each escalation to improve the customer experience across our products and policies.

Join a remote-first culture, collaborate with Compliance, Legal, Risk and Product, and help scale operations with a risk-aware mindset.