Lead, Customer Advocacy

Lead, Customer Advocacy Role in Canada

Affirm is seeking a senior-level professional to join our team as a Lead, Customer Advocacy. Based in Canada, this role operates within the healthcare field, focusing on our Customer Advocacy and Retention (CAR) team. In this position, you will act as the "Voice of Affirm," leveraging deep service and product expertise to resolve highly complex customer complaints while managing a team of Customer Advocacy Associates.

The core objective of this role is to champion our customers by using their feedback to improve our products, processes, and policies, ensuring fair outcomes and repaired relationships. You will serve as a critical operational leader, proactively identifying risks, removing bottlenecks, and driving scalable solutions to improve service levels and overall customer satisfaction.

Responsibilities and Operational Oversight

• Lead, coach, and develop a high-performing team of Customer Advocacy Associates, including managing recruitment, onboarding, and retention.
• Manage quality assurance (QA) operations, evolving frameworks to maintain rigor and scalability as the organization grows.
• Oversee vendor performance and accountability for third-party complaint handling, ensuring alignment with Affirm’s standards for compliance and quality.
• Resolve highly escalated and sensitive customer complaints with empathy and sound judgment.
• Establish and monitor service level agreements (SLAs) and key performance indicators (KPIs) to proactively address risks.
• Act as a point of escalation for complex issues and represent the complaints function in cross-functional forums.

Requirements

To be successful in this role, you must hold a PhD or specialized diploma and possess at least five years of relevant experience. We are looking for a candidate with a proven track record as a people manager who can build high-performing teams. You must demonstrate a data-driven approach to decision-making, strong analytical skills, and a process-improvement mindset. Experience managing external vendors, BPOs, or third-party partners is required, alongside the ability to influence cross-functional stakeholders. The salary range for this position is $89,000 - $139,000.