Client Success Support

Time zone
Full Time
Opening date
Closing date
28 Aug 2021


This job has now closed and is no longer accepting applications.

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Archive Job Description

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.

As the Manager of the Client Success Support team, you will be responsible for Affirm’s longtail merchant partners. You will lead a group of motivated front-line service specialists responsible for ensuring all commercial-related asks, questions, and issues are quickly answered and resolved – with the goal of achieving overall business objectives and targets.

What You’ll Do

  • Identify and implement transformational changes to generate efficiencies and drive better customer experiences
  • Manage performance metrics including product adoption, retention, and growth
  • Collaborate cross-functionally across our Program Management, Sales, Operations, Credit, Technical, Marketing, and Product teams to develop best practices and establish SOPs
  • Drive employee engagement and a high performance culture within the team, ensuring effective performance management, coaching, and development of team
  • Create an environment where people can excel through accountability, encouragement, and empowerment
  • Ensure that SLAs are met consistently and identify core issues and solutions as needed

What We Look For

  • 7+ years of  customer-facing experience
  • 3+ years of experience in people management or people leadership positions required
  • Experience managing a scaled partner base / SMB portfolio preferred
  • Self-starter with a strong sense of urgency, high accountability and excellent attention to detail with the capability to thrive in a fast-paced environment
  • Strong interpersonal and communication skills
  • Excellent analytical and problem solving skills
  • Strong customer empathy and service level focus
  • Knowledge of marketing technologies, SaaS, and e-commerce a plus
  • Familiarity with Zendesk, SFDC, and Looker a plus
  • Bachelor’s degree or equivalent experience required

We’re excited to announce that Affirm is now a remote-first company!  The majority of our roles can be accomplished anywhere in the U.S. and Canada (with the exception of Quebec).  While most Affirmers will have the option to choose a remote-first accommodation, our offices in San Francisco, New York City, Pittsburgh, Chicago, and Salt Lake City will remain operational and accessible for anyone to use on a voluntary basis. This role requires you to live within reasonable access to a particular office in order to fulfill certain job responsibilities.

Please note that visa sponsorship is not available for this position.

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