Director, Customer Service

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. Affirm proudly includes Returnly.

The Director of Customer Service will be responsible for crafting a culture of delighting our customers and driving exceptional customer experience through customer-centric thinking that will positively impact our Customer Satisfaction and Net Promoter Scores. We are looking for a leader who can help us shift from focusing on traditional call center metrics to delighting customers by solving their problems while demonstrating that we care.

Reporting to the Vice President of Customer Operations, you will lead the delivery of all aspects of our Customer Care teams in an omni channel environment (i.e. phone, email, chat, cases, etc) including the development of people, managing their performance and ensuring that the conditions for success are in place. This also includes delivering the right outcome for our customers, upholding the Affirm brand, providing a positive employee experience and maximizing revenue while managing costs.

What you'll Do
? Develop a high-performing team by defining talent needs, building a diverse team and retaining top talent by creating an environment where the team is empowered and trusted to make decisions, encouraged to try new things and supported in working together to solve problems
? Lead the scaling of the team in a hyper-growth environment; this includes managing the team?s change resilience and minimizing performance impacts that can be associated with change
? Accountable for the day-to-day operations and performance of our Customer Care teams including the qualitative and quantitative targets to improve overall customer experience and productivity across the team
? Consistently improve the Customer Experience across our key channels and products by using insights on NPS, CSAT, CES, etc and other identified metrics
? Deliver on defined Objectives and Key Results (OKRs) and performance measures against company goals
? Use strong presentation and communication skills to report findings and recommendations to Leadership and business leadership teams
? Keep ahead of industry developments and apply best practices to areas of improvement
? Identify and implement strategic changes in the team to generate efficiencies and drive better customer experiences while ensuring the teams adhere to regulatory and compliance requirements

What We Look For
? 7+ years experience within a management or leadership position and preferably will have previous experience working in the financial services, fintech space or sophisticated operational or transactional processing role
? Thrives in a faced-paced environment with constant change and a rapidly growing team; is able to make measured, objective, data-driven decisions
? Proven track record of delivering extremely high levels of satisfaction across a customer base while also taking pride in driving operational efficiencies
? Forward thinking approach with the ability to problem-solve sophisticated issues to drive shared goals and outcomes across internal and external teams
? Demonstrates partnership, relationship-building and driving to mutual understanding at all levels of an organization
? Experience in building world-class teams by developing empathetic people managers and a team of customer advocates and product evangelists
? Maintains composure and acts as a role model to the team when presented with barriers or when results were not as expected
? Strong customer empathy and service level focus

Location - Remote U.S.

Grade - X

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

[REMOVE IF POSTING IS NOT REMOTE] #LI-Remote

Affirm is proud to be a remote-first company! The majority of our roles are remote and can be located anywhere in the U.S. and Canada (with the exception of the U.S. Territories, Quebec, Yukon, Nunavut, and the Northwest Territories) unless the job indicates a different global location. We are currently building operations in Spain, Poland, and Australia. Employees in remote roles have the option of working remotely or from an Affirm office in their country of hire, and may occasionally travel to an Affirm office or elsewhere for required meetings or team-building events. Our offices in Chicago, New York, Pittsburgh, Salt Lake City, San Francisco and Toronto will remain operational and accessible for anyone to use on a voluntary basis, subject to local COVID-19 guidelines.

All full-time jobs at Affirm (excluding interns and apprentices) are tied to a transparent grade-based pay range taking location into account.

[Colorado Candidates] In accordance with Colorado?s Equal Pay for Equal Work Act, the grade for this position in Colorado is listed above. You can find the Colorado base pay range and benefits here.

If you got this far, we hope you're feeling excited about this role. Even if you don't feel you meet every single requirement, we still encourage you to apply. We're eager to meet people who believe in Affirm's mission and can contribute to our team in a variety of ways?not just candidates who check all the boxes.

Inclusivity:

At Affirm, People Come First is one of our core values, and that?s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our D&I program here and our progress thus far in our 2021 DEI Report.

We also 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.

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