Customer Advocacy Associate

Job Summary

Empowered as the Voice of Affirm, the full-time remote Customer Advocacy Associate II will investigate and resolve complex customer complaints, collaborating with cross-functional teams to enhance customer experience and drive operational improvements.

Key responsibilities

• Deliver outstanding customer experiences by investigating and addressing complaints from various internal and external stakeholders
• Engage with cross-functional partners to identify and remediate thematic issues, leading process improvement initiatives
• Become a subject matter expert on financial services products and consumer finance policies to better serve customers

Required qualifications

• Minimum 1 year of experience in operations, customer support, or related fields
• Exceptional writing skills with attention to detail, grammar, and brand voice
• Strong customer empathy and a focus on service levels
• Eagerness to think creatively about solutions and process improvements
• Resilience in managing complex interactions and uncertainty