# Lead, Customer Advocacy Remote from[Canada](https://jobicy.com/job-region/canada.md)Salary, yearly, CAD 89,000 - 139,000Department [Customer Success](https://jobicy.com/categories/supporting.md) Employment type Full Time, Job posted9 Jun 2026Apply before9 Jul 2026Experience level Senior Views / Applies 1507 / 164 [About company](https://jobicy.com/company/affirm.md) [Share](#share) About [Affirm](https://jobicy.com/company/affirm.md) Buy now. Pay later. Simple and transparent financing. * [Financial Services](https://jobicy.com/company-category/financial-services.md) * 2012 Actively Hiring Verified job posting This job post has been [manually reviewed](https://jobicy.com/tools/help-center/employee/how-does-jobicy-verify-the-legitimacy-of-remote-job-listings.md) for authenticity and compliance. Tailor Resume Check Job Fit Cover Letter ### Tailor my resume to this job Discover how to best rewrite and optimize your resume for this specific job. You'll receive personalized suggestions and detailed guidance to highlight your key strengths, effectively address the job requirements, and make your application more compelling to recruiters and hiring managers. After analyzing your resume, I can provide several recommendations to better position yourself for this role. Your background in software development shows strong technical skills, particularly in Java and Python development. However, for this Senior Backend Developer position, I notice there could be more emphasis on your experience with microservices architecture and cloud technologies, which are key requirements for this role. I recommend highlighting specific projects where you utilized these technologies and quantifying your achievements to demonstrate impact... Upgrade to Plus ### Am I a good fit for this job? Understand your compatibility with this specific job opportunity. Our detailed analysis will assess your resume against the role's requirements, providing insights into your potential fit, key skill alignments, and areas you might need to develop to be a strong candidate. After assessing your resume against the job requirements, here's a summary of your fit: 1. Overall Match: Moderate Fit (Approx. 65-70%). Your resume shows good alignment with several core responsibilities for the Project Manager role, especially your experience in agile methodologies and stakeholder communication. 2. Key Strengths: Your PMP certification and proven track record in delivering projects on time are strong assets for this position. 3. Potential Gap: The role specifies experience with 'XYZ specific software', which is not explicitly mentioned in your resume. If you have this experience, ensure it's highlighted. 4. Recommendation: Consider adding a quantifiable achievement related to budget management, as this is often a key metric for PM roles... Upgrade to Plus ### Cover Letter Assistant Need help writing a compelling cover letter? Our system can analyze this job and your resume to help you draft personalized paragraphs that highlight your strengths and impress hiring managers. Let me help you draft a strong opening... Dear Hiring Manager, I am writing to express my keen interest in the Senior Marketing Manager position. My background in developing data-driven marketing strategies and leading successful product launches, as detailed in my resume, directly aligns with your need for a candidate capable of enhancing brand visibility and driving market share growth. I am confident I can make a significant contribution to your team... Upgrade to Plus ### AI Summary Affirm is seeking a Lead, Customer Advocacy to lead a team of specialists in resolving complex customer complaints and driving operational excellence. The role involves managing cross-functional initiatives, vendor performance, and QA operations to improve customer outcomes. The ideal candidate has people management experience, strong analytical skills, and a customer-centric mindset. This position requires navigating high-risk issues and influencing stakeholders across the organization. The Lead will act as the Voice of Affirm, ensuring fair and empathetic resolutions while scaling processes. ### Role DNA Job Complexity Easy Hard Pace & Pressure Relaxed Fast-paced Autonomy Level Guided Full Ownership Communication Load Independent Highly Collaborative AI Insight This role is rated difficulty 4 due to the combination of leading a team, managing complex escalations, and driving cross-functional operational improvements, which requires high-level problem-solving and stakeholder management. ### Salary Analysis Median Highly Competitive CAD114,000CA Market CAD80k – 130k 0 CAD143k AI Insight The offered salary range of $89,000–$139,000 CAD is competitive for a Lead Customer Advocacy role in Canada, with the median aligning well with market benchmarks for similar positions in fintech. ### Core Skills Required [Leadership](https://jobicy.com/jobs?search_keywords=Leadership.md) [Customer Advocacy](https://jobicy.com/jobs?search_keywords=Customer+Advocacy.md) [Complaint Resolution](https://jobicy.com/jobs?search_keywords=Complaint+Resolution.md) [QA Operations](https://jobicy.com/jobs?search_keywords=QA+Operations.md) [Vendor Management](https://jobicy.com/jobs?search_keywords=Vendor+Management.md) [Cross-functional Collaboration](https://jobicy.com/jobs?search_keywords=Crossfunctional+Collaboration.md) [Data-driven Decision Making](https://jobicy.com/jobs?search_keywords=Datadriven+Decision+Making.md) [Process Improvement](https://jobicy.com/jobs?search_keywords=Process+Improvement.md) [Escalation Management](https://jobicy.com/jobs?search_keywords=Escalation+Management.md) [Team Development](https://jobicy.com/jobs?search_keywords=Team+Development.md) ### Cover Letter Sample Dear Hiring Manager, I am excited to apply for the Lead, Customer Advocacy position at Affirm. With over five years of experience in customer advocacy and team leadership, I have successfully managed complex complaint resolutions and driven process improvements that enhanced customer satisfaction. My background includes leading high-performing teams, developing QA frameworks, and collaborating cross-functionally to address systemic issues. I am particularly drawn to Affirm's mission of making credit more honest and friendly. In my current role, I have championed customer voices and implemented scalable solutions that reduced complaint rates by 20%. I am confident that my skills in escalation management, vendor oversight, and data-driven decision-making align perfectly with the requirements of this role. I look forward to the opportunity to contribute to Affirm's customer advocacy efforts and help build a world-class customer experience. Thank you for your consideration. Sincerely, Jane Doe Copy ### Sample Interview Questions How would you approach developing a high-performing team of Customer Advocacy Associates?I would start by setting clear performance metrics and expectations, then provide regular coaching and feedback. I believe in fostering a supportive environment where team members feel empowered to resolve issues while maintaining empathy. I would also implement training sessions on product knowledge and conflict resolution, and use data to identify skill gaps and recognize top performers.Describe a time you handled a highly escalated customer complaint. What steps did you take?In a previous role, a customer escalated a billing error that had persisted for months. I first listened empathetically to understand their frustration, then personally took ownership of the case. I coordinated with billing and IT teams to identify the root cause, expedited a refund, and implemented a preventive measure. I also followed up with the customer to ensure satisfaction and documented the process for future cases.How would you drive improvements in QA operations for complaint handling?I would start by analyzing current QA metrics and feedback to identify gaps. Then I would revise the QA framework to include more objective criteria, such as resolution accuracy and customer sentiment. I would also introduce calibration sessions to ensure consistency among reviewers. Regularly reviewing QA trends with the team helps reinforce best practices and drive continuous improvement.Explain how you would manage vendor performance for third-party complaint handling.I would establish clear SLAs and KPIs aligned with our standards, and conduct regular performance reviews. I would also implement a feedback loop where the vendor shares root cause data, and I would collaborate with them on training and process adjustments. Escalation protocols would be documented, and I would track vendor performance dashboards to proactively address issues.How do you balance data-driven decision making with empathy in customer advocacy?Data helps identify trends and measure outcomes, but each case involves a human story. I use data to prioritize systemic fixes, while ensuring individual interactions remain empathetic. For example, when analyzing complaint data, I might spot a recurring issue, but I always train the team to handle each customer with patience and understanding. Both are essential for fair and effective resolutions. 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 operational rigor * Ability to influence and drive alignment across multiple stakeholders * Sound judgment and accountability when handling sensitive, high-risk issues * Experience managing external vendors, BPOs, or third-party partners (or similar) * Excellent written and verbal communication skills, with the ability to convey complex topics clearly and concisely What you’ll do Lead and develop a high-performing team * Manage, coach, and develop a team of Customer Advocacy Associates * Drive team performance using key metrics such as productivity, quality, customer outcomes, and service levels * Foster a high-performing, engaged team environment that operates effectively in a fast-paced, evolving environment * Partner with recruiting to hire, onboard, and retain top talent Deliver exceptional customer outcomes * Resolve complex and highly escalated customer complaints with efficiency, empathy, and sound judgment * Review and respond to sensitive, high-risk complaints, reinforcing and shaping the “Voice of Affirm” * Communicate with customers across channels, including email and phone, as appropriate * Represent and advocate for the complaints function in cross-functional forums to ensure consistent, high-quality customer experiences Own operational excellence across internal and external partners * Own QA operations and processes, ensuring consistent, high-quality complaint handling across the team * Evolve QA frameworks to maintain depth, rigor, and scalability as the organization grows * Own vendor performance and accountability for third-party complaint handling, ensuring alignment with Affirm standards for quality, compliance, and customer experience * Establish and monitor service level expectations (SLAs/KPIs), proactively identifying risks and driving corrective actions * Oversee internal escalation workflows and act as a point of escalation for the most complex and sensitive issues * Establish scalable support models and coverage strategies to maintain service levels during periods of fluctuating volume or constrained bandwidth * Own capacity planning and resource allocation across internal teams, vendors, and contractors * Manage and oversee contractors supporting the CAR team to ensure consistent performance and coverage Drive cross-functional impact * Lead complex, cross-functional initiatives across teams such as Vendor Partners, Compliance, Legal, Risk, Product, and Communications * Act as the primary operational interface with partner teams to improve intake quality, routing accuracy, and escalation effectiveness * Remove operational bottlenecks and drive alignment on processes, tooling, and customer experience standards * Influence product, policy, and process improvements based on customer insights and complaint trends Drive continuous improvement at scale * Analyze complaint data to identify trends, root causes, and opportunities for systemic improvement * Deliver measurable impact by reducing complaint rates and improving customer satisfaction * Drive remediation of thematic issues through strong cross-functional collaboration * Continuously improve the internal complaints management program, tools, and workflows * Identify emerging risks, operational gaps, and service-level challenges, and drive end-to-end solutions with minimal direction * Improve customer-facing resources and education to streamline service and reduce friction Grow your financial services expertise * Serve as a subject matter expert on Affirm’s products, servicing processes, and applicable regulatory requirements * Stay informed on evolving consumer finance policies and industry trends What we look for * 5+ years of people management experience in a customer operations or service delivery environment with a Bachelor’s degree; OR 3+ years with a Master’s degree; or no experience with a PhD; or equivalent experience * 3+ years of experience in customer support, service delivery, or complaint resolution * Experience managing vendors, BPOs, or external partners * Experience owning multi-domain operational functions (e.g., QA, escalations, service delivery) * Demonstrated ability to lead complex, cross-functional initiatives and drive measurable outcomes * Strong operational mindset with experience managing SLAs, KPIs, and service performance * Ability to operate independently and drive execution with minimal oversight * Resilience and ability to navigate ambiguity, complexity, and high-pressure situations * Collaborative mindset with strong stakeholder management skills * Exceptional written and verbal communication skills with attention to detail, tone, and clarity * Strong customer empathy and a passion for improving customer outcomes * Proactive thinker with a continuous improvement mindset Pay Grade – I Equity Grade – 3 Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure which is based on a variety of factors, including location, experience and job-related skills. Base pay is part of a total compensation package that may include monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents). In addition, the employees may be eligible for equity rewards offered by Affirm Holdings, Inc. (parent company). CAN base pay range per year: $89,000 – $139,000 # LI-Remote Affirm is proud to be a remote-first company! The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but will occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities. We’re extremely proud to offer competitive benefits that are anchored to our core value of people come first. Some key highlights of our benefits package include: * Health care coverage – Affirm covers all premiums for all levels of coverage for you and your dependents * Flexible Spending Wallets – generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses * Time off – competitive vacation and holiday schedules allowing you to take time off to rest and recharge * ESPP – An employee stock purchase plan enabling you to buy shares of Affirm at a discount We believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process. [For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Affirm will consider for employment qualified applicants with arrest and conviction records. By clicking “Submit Application,” you acknowledge that you have read Affirm’s [Global Candidate Privacy Notice](https://www.affirm.com/global-candidate-privacy-notice) and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein. 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