Remote Customer Advocacy Specialist II

Affirm; Madison (WI); On-site; USD 60,000 - 76,000; Full time

Benefits offered by this job

Full health coverage

Tech stipend

Flexible time off

ESPP

Job summary

Affirm’s Customer Advocacy and Retention (CAR) team handles complex complaints from Bank Partners and internal teams, turning feedback into product and policy improvements. As a Customer Advocacy Associate II, you’ll investigate, remediate, and communicate with customers via email, coordinating with Compliance, Legal, Risk, Product, and Communications to resolve issues and drive trust.

The role emphasizes empathy, accuracy, and opportunity to scale improvements across the company while learning

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 both in terms of solutions to complex complaints and process improvement.
• Resiliency with ability to bounce back from challenging interactions and manage through complexity and uncertainty.
• Strong customer empathy and service level focus.
• Proactive thinker constantly seeking improvement opportunities in work.
• Team player with the ability to collaborate and be sensitive of others.

Responsibilities

• Deliver an outstanding customer experience
• Review, respond and investigate complaints from Executives and internal Teams and Bank Partners
• Solve customer issues efficiently, effectively, and empathetically with an emphasis on quality, accuracy, and thoroughness
• Communicate with Customers using email
• Categorize and record all complaints with extreme attention to detail
• Drive continuous improvement
• Engage with cross functional partners to spearhead remediation of thematic problems
• Identify areas of opportunity to improve procedures, processes, or tooling and lead project workstreams
• Grow your financial services expertise
• Become a subject matter expert on current and emerging products as well as consumer finance policies and servicing processes, and regulatory requirements

Skills

Exceptional communication and writing

Eagerness to think outside the box

Resiliency

Customer empathy

Proactive thinking

Team player

1 year operations experience

Job description

Affirm’s Customer Advocacy and Retention (CAR) team handles complex complaints from Bank Partners and internal teams, turning feedback into product and policy improvements. As a Customer Advocacy Associate II, you’ll investigate, remediate, and communicate with customers via email, coordinating with Compliance, Legal, Risk, Product, and Communications to resolve issues and drive trust.

The role emphasizes empathy, accuracy, and opportunity to scale improvements across the company while learning