Lead, Customer Advocacy

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.

About The Role

Affirm’s Customer Advocacy and Retention (CAR) team houses our customer advocacy experts. When customers share their most challenging experiences with Affirm, the CAR team provides critical insight into the breaking points of our products, processes, and policies. By championing these customers, we use their voices to improve the customer experience, deliver fair outcomes, and repair relationships.

As a Customer Advocacy Lead, you will serve as the Voice of Affirm - leveraging deep service and product expertise to resolve highly complex complaints while leading a team of Customer Advocacy Associates. The team facilitates coordination across cross-functional partners to identify root causes, assess complaint validity, and determine appropriate, compliant resolutions.

Beyond individual case resolution, this role owns key components of Affirm’s complaints and customer advocacy ecosystem, including quality assurance operations, escalation management, and vendor performance. You will act as a critical operational leader across internal and external partners - proactively identifying risks, removing bottlenecks, and driving scalable solutions that improve service levels, reduce complaint rates, and increase customer satisfaction.

This role requires navigating complex, cross-functional challenges and leading initiatives that enhance both customer outcomes and operational effectiveness at scale.

Key Attributes

Experience as a people manager with a track record of building high-performing teams

Strong ownership mindset with the ability to lead complex, cross-functional initiatives

Deep commitment to customer-centric solutions and fair, empathetic outcomes

Data-driven decision maker with strong analytical and critical thinking skills

Process improvement mindset with strong operati