Customer Advocacy Associate II (Fintech)

Location: Remote within the United States

Base pay: $53,000–$73,000 USD per year in most U.S. states; $60,000–$80,000 USD per year in CA, WA, NY, NJ, and CT.

Company

Affirm provides buy-now-pay-later financing designed to make credit more transparent, without hidden fees or compounding interest.

What you will do

• Review, investigate, and respond to complex complaints from executives, internal teams, and bank partners.
• Resolve customer issues efficiently and empathetically through detailed email communication.
• Categorize and document complaints with a high level of accuracy and attention to detail.
• Partner with Compliance, Legal, Risk, Product, and Communications teams to remediate recurring problems.
• Identify process and tooling improvements and lead related project workstreams.
• Develop expertise in financial products, consumer finance policies, servicing processes, and regulatory requirements.

Requirements

• At least one year of experience in operations, customer support, social media management, communications, or a related field.
• Exceptional written and verbal communication skills, including strong grammar, attention to detail, and adherence to brand tone.
• Strong customer empathy, service-level focus, and the ability to manage complex or challenging interactions.
• Creative and proactive approach to solving complaints and improving processes.
• Ability to collaborate effectively with cross-functional partners and remain resilient amid uncertainty.
• Visa sponsorship is not available for this position.

Culture & Benefits

• Remote-first work environment within the country of employment.
• Affirm covers medical premiums for employees and dependents, with dental and vision coverage.
• Flexible spending stipends for technology, food, lifestyle, and family-forming expenses.
• Competitive vacation and holiday schedules.
• Employee stock purchase plan with discounted shares.

Hiring process

• Inclusive interview experience with reasonable accommodations available for candidates with disabilities.