Braze is looking for a Customer Advocacy Specialist to serve as the Voice of Affirm, empowered to solve highly complex customer complaints with exceptional empathy and product expertise. In this role, you will review, investigate, and respond to customer issues, facilitating cross-functional coordination to identify root causes and drive continuous improvement to enhance customer trust and team operations.
What You'll Do
- Review, respond to, and investigate complaints submitted directly by customers.
- Solve customer issues efficiently, effectively, and empathetically with emphasis on custom crafting written responses that do not rely heavily on predetermined templates.
- Communicate with customers using email, and when appropriate, phone.
- Categorize and record all complaints with extreme attention to detail.
- Engage with cross functional partners such as Compliance, Legal, Risk, Product, and Communications to spearhead remediation of thematic problems.
- Improve resources and tools available for customers to enable customer education and streamline service.
- Identify areas of opportunity to improve procedures, processes, or tooling and lead project workstreams.
- Become a subject matter expert on current and emerging products as well as consumer finance policies, servicing processes, and regulatory requirements.
What We're Looking For
- A Bachelor’s Degree.
- 1+ years experience in operations, customer support, social media management, communications or related fields.
- Exceptional communication and writing skills with attention to detail, grammar, brand tone, and voice.
- Resiliency with ability to bounce back from challenging interactions and manage through complexity and uncertainty.
- Strong customer empathy and service level focus.
- Team player with the ability to collaborate and be sensitive of others.
Nice to Have
- An eagerness to think outside the box both in terms of solutions to complex complaints and process improvement.
- Proactive thinker constantly seeking improvement opportunities in work.
Team & Environment
The Customer Advocacy and Retention (CAR) team sits within Customer Operations and houses customer complaint experts.
Benefits & Compensation
- Compensation: $55,000 - $75,000 per year (CAN base pay range) + equity (Equity Grade - 1).
- Health care coverage where Affirm covers all premiums for all levels of coverage for you and your dependents.
- Flexible Spending Wallets provide generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses.
- Competitive vacation and holiday schedules.
- An employee stock purchase plan enabling you to buy shares of Affirm at a discount.
Work Mode
This is a remote-first position based in Canada.
Affirm is proud to be a remote-first company and provides 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.
