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 a Lead, Merchant Care, you will be responsible for the management and leadership of an Affirm Merchant Care team to support transactional lending and banking processes on behalf of our merchants. The types of functions the team manages include escalated merchant cases, product bugs & issues, disputes, credit furnishing, and compliance adherence.
You will manage a group of passionate and motivated service professionals to achieve targets and create great merchant experiences. You will coach, develop and lead your Merchant Care team to resolve complex inquiries and process exception cases in an accurate and timely manner. You will manage sensitive escalations, take ownership of difficult issues, and lead by example to maintain excellent service and quality on merchant inquiries.
What you'll do
Manage a team of Product Support Specialists in a hyper-growth environment including managing escalations, filing bugs, reporting key metrics, and taking tickets when needed
Drive employee engagement and a high performance culture ensuring effective performance management, coaching, and development and creating an environment where people can excel through accountability, encouragement and empowerment
Manage performance metrics across multiple channels including merchant satisfaction, productivity metrics and service levels including handling cases that meet quality standards
Partner with recruiting to hire candidates and coordinate with training for on-boarding, ongoing learning and to ensure work is being appropriately assigned and evaluated
Establish and maintain and positive and inclusive work culture with peers and direct reports by hosting events, talks, trainings, and regular collaborative routines
What we look for
6+ years of experience in a relevant industry (Tech, eCommerce, SaaS) and/or similar role(s)
2+ years of experience in operations or client success people management at the lead level with previous experience working in financial services, fintech, or a complex operational or transactional processing role preferred
Self-starter with strong sense of urgency, high accountability and excellent attention to detail with the capability to thrive in a fast paced environment
Forward thinking approach with ability to problem-solve complex issues to drive shared goals across internal and external teams
Experience working with major e-commerce platforms (Shopify, WooCommerce, etc) or exposure to web development concepts
Ability to maintain composure and act as a role model when presented with barriers or when results are not as expected
Strong merchant empathy and service level focus
Base Pay Grade - G
Equity Grade - 3
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: $80,000 - $100,000
Employees new to Affirm typically come in at the start of the pay range.
Please note that sponsorship is not available for this position.
#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.
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