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. About The Role Affirm’s Customer Advocacy and Retention (CAR) team houses our customer advocacy experts. When customers share their most challenging experiences with Affirm, the CAR team provides critical insight into the breaking points of our products, processes, and policies. By championing these customers, we use their voices to improve the customer experience, deliver fair outcomes, and repair relationships. As a Customer Advocacy Lead, you will serve as the Voice of Affirm - leveraging deep service and product expertise to resolve highly complex complaints while leading a team of Customer Advocacy Associates. The team facilitates coordination across cross-functional partners to identify root causes, assess complaint validity, and determine appropriate, compliant resolutions. Beyond individual case resolution, this role owns key components of Affirm’s complaints and customer advocacy ecosystem, including quality assurance operations, escalation management, and vendor performance. You will act as a critical operational leader across internal and external partners - proactively identifying risks, removing bottlenecks, and driving scalable solutions that improve service levels, reduce complaint rates, and increase customer satisfaction. This role requires navigating complex, cross-functional challenges and leading initiatives that enhance both customer outcomes and operational effectiveness at scale. Key Attributes - Experience as a people manager with a track record of building high-performing teams - Strong ownership mindset with the ability to lead complex, cross-functional initiatives - Deep commitment to customer-centric solutions and fair, empathetic outcomes - Data-driven decision maker with strong analytical and critical thinking skills - Process improvement mindset with strong operational rigor - Ability to influence and drive alignment across multiple stakeholders - Sound judgment and accountability when handling sensitive, high-risk issues - Experience managing external vendors, BPOs, or third-party partners (or similar) - Excellent written and verbal communication skills, with the ability to convey complex topics clearly and concisely What you’ll do Lead and develop a high-performing team - Manage, coach, and develop a team of Customer Advocacy Associates - Drive team performance using key metrics such as productivity, quality, customer outcomes, and service levels - Foster a high-performing, engaged team environment that operates effectively in a fast-paced, evolving environment - Partner with recruiting to hire, onboard, and retain top talent Deliver exceptional customer outcomes - Resolve complex and highly escalated customer complaints with efficiency, empathy, and sound judgment - Review and respond to sensitive, high-risk complaints, reinforcing and shaping the “Voice of Affirm” - Communicate with customers across channels, including email and phone, as appropriate - Represent and advocate for the complaints function in cross-functional forums to ensure consistent, high-quality customer experiences Own operational excellence across internal and external partners - Own QA operations and processes, ensuring consistent, high-quality complaint handling across the team - Evolve QA frameworks to maintain depth, rigor, and scalability as the organization grows - Own vendor performance and accountability for third-party complaint handling, ensuring alignment with Affirm standards for quality, compliance, and customer experience - Establish and monitor service level expectations (SLAs/KPIs), proactively identifying risks and driving corrective actions - Oversee internal escalation workflows and act as a point of escalation for the most complex and sensitive issues - Establish scalable support models and coverage strategies to maintain service levels during periods of fluctuating volume or constrained bandwidth - Own capacity planning and resource allocation across internal teams, vendors, and contractors - Manage and oversee contractors supporting the CAR team to ensure consistent performance and coverage Drive cross-functional impact - Lead complex, cross-functional initiatives across teams such as Vendor Partners, Compliance, Legal, Risk, Product, and Communications - Act as the primary operational interface with partner teams to improve intake quality, routing accuracy, and escalation effectiveness - Remove operational bottlenecks and drive alignment on processes, tooling, and customer experience standards - Influence product, policy, and process improvements based on customer insights and complaint trends Drive continuous improvement at scale - Analyze complaint data to identify trends, root causes, and opportunities for systemic improvement - Deliver measurable impact by reducing complaint rates and improving customer satisfaction - Drive remediation of thematic issues through strong cross-functional collaboration - Continuously improve the internal complaints management program, tools, and workflows - Identify emerging risks, operational gaps, and service-level challenges, and drive end-to-end solutions with minimal direction - Improve customer-facing resources and education to streamline service and reduce friction Grow your financial services expertise - Serve as a subject matter expert on Affirm’s products, servicing processes, and applicable regulatory requirements - Stay informed on evolving consumer finance policies and industry trends What we look for - 5+ years of people management experience in a customer operations or service delivery environment with a Bachelor’s degree; OR 3+ years with a Master’s degree; or no experience with a PhD; or equivalent experience - 3+ years of experience in customer support, service delivery, or complaint resolution - Experience managing vendors, BPOs, or external partners - Experience owning multi-domain operational functions (e.g., QA, escalations, service delivery) - Demonstrated ability to lead complex, cross-functional initiatives and drive measurable outcomes - Strong operational mindset with experience managing SLAs, KPIs, and service performance - Ability to operate independently and drive execution with minimal oversight - Resilience and ability to navigate ambiguity, complexity, and high-pressure situations - Collaborative mindset with strong stakeholder management skills - Exceptional written and verbal communication skills with attention to detail, tone, and clarity - Strong customer empathy and a passion for improving customer outcomes - Proactive thinker with a continuous improvement mindset Pay Grade - I Equity Grade - 4 Employees new to Affirm typically come in at the start of the pay range. 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 equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents.) USA base pay range (CA, WA, NY, NJ, CT) per year: $115,000 - $165,000 USA base pay range (all other U.S. states) per year: $101,000 - $151,000 # 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. By clicking "Submit Application," you acknowledge that you have read Affirm's Global Candidate Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.

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. About The Role Affirm’s Customer Advocacy and Retention (CAR) team houses our customer advocacy experts. When customers share their most challenging experiences with Affirm, the CAR team provides critical insight into the breaking points of our products, processes, and policies. By championing these customers, we use their voices to improve the customer experience, deliver fair outcomes, and repair relationships. As a Customer Advocacy Lead, you will serve as the Voice of Affirm - leveraging deep service and product expertise to resolve highly complex complaints while leading a team of Customer Advocacy Associates. The team facilitates coordination across cross-functional partners to identify root causes, assess complaint validity, and determine appropriate, compliant resolutions. Beyond individual case resolution, this role owns key components of Affirm’s complaints and customer advocacy ecosystem, including quality assurance operations, escalation management, and vendor performance. You will act as a critical operational leader across internal and external partners - proactively identifying risks, removing bottlenecks, and driving scalable solutions that improve service levels, reduce complaint rates, and increase customer satisfaction. This role requires navigating complex, cross-functional challenges and leading initiatives that enhance both customer outcomes and operational effectiveness at scale. Key Attributes - Experience as a people manager with a track record of building high-performing teams - Strong ownership mindset with the ability to lead complex, cross-functional initiatives - Deep commitment to customer-centric solutions and fair, empathetic outcomes - Data-driven decision maker with strong analytical and critical thinking skills - Process improvement mindset with strong operational rigor - Ability to influence and drive alignment across multiple stakeholders - Sound judgment and accountability when handling sensitive, high-risk issues - Experience managing external vendors, BPOs, or third-party partners (or similar) - Excellent written and verbal communication skills, with the ability to convey complex topics clearly and concisely What you’ll do Lead and develop a high-performing team - Manage, coach, and develop a team of Customer Advocacy Associates - Drive team performance using key metrics such as productivity, quality, customer outcomes, and service levels - Foster a high-performing, engaged team environment that operates effectively in a fast-paced, evolving environment - Partner with recruiting to hire, onboard, and retain top talent Deliver exceptional customer outcomes - Resolve complex and highly escalated customer complaints with efficiency, empathy, and sound judgment - Review and respond to sensitive, high-risk complaints, reinforcing and shaping the “Voice of Affirm” - Communicate with customers across channels, including email and phone, as appropriate - Represent and advocate for the complaints function in cross-functional forums to ensure consistent, high-quality customer experiences Own operational excellence across internal and external partners - Own QA operations and processes, ensuring consistent, high-quality complaint handling across the team - Evolve QA frameworks to maintain depth, rigor, and scalability as the organization grows - Own vendor performance and accountability for third-party complaint handling, ensuring alignment with Affirm standards for quality, compliance, and customer experience - Establish and monitor service level expectations (SLAs/KPIs), proactively identifying risks and driving corrective actions - Oversee internal escalation workflows and act as a point of escalation for the most complex and sensitive issues - Establish scalable support models and coverage strategies to maintain service levels during periods of fluctuating volume or constrained bandwidth - Own capacity planning and resource allocation across internal teams, vendors, and contractors - Manage and oversee contractors supporting the CAR team to ensure consistent performance and coverage Drive cross-functional impact - Lead complex, cross-functional initiatives across teams such as Vendor Partners, Compliance, Legal, Risk, Product, and Communications - Act as the primary operational interface with partner teams to improve intake quality, routing accuracy, and escalation effectiveness - Remove operational bottlenecks and drive alignment on processes, tooling, and customer experience standards - Influence product, policy, and process improvements based on customer insights and complaint trends Drive continuous improvement at scale - Analyze complaint data to identify trends, root causes, and opportunities for systemic improvement - Deliver measurable impact by reducing complaint rates and improving customer satisfaction - Drive remediation of thematic issues through strong cross-functional collaboration - Continuously improve the internal complaints management program, tools, and workflows - Identify emerging risks, operational gaps, and service-level challenges, and drive end-to-end solutions with minimal direction - Improve customer-facing resources and education to streamline service and reduce friction Grow your financial services expertise - Serve as a subject matter expert on Affirm’s products, servicing processes, and applicable regulatory requirements - Stay informed on evolving consumer finance policies and industry trends What we look for - 5+ years of people management experience in a customer operations or service delivery environment with a Bachelor’s degree; OR 3+ years with a Master’s degree; or no experience with a PhD; or equivalent experience - 3+ years of experience in customer support, service delivery, or complaint resolution - Experience managing vendors, BPOs, or external partners - Experience owning multi-domain operational functions (e.g., QA, escalations, service delivery) - Demonstrated ability to lead complex, cross-functional initiatives and drive measurable outcomes - Strong operational mindset with experience managing SLAs, KPIs, and service performance - Ability to operate independently and drive execution with minimal oversight - Resilience and ability to navigate ambiguity, complexity, and high-pressure situations - Collaborative mindset with strong stakeholder management skills - Exceptional written and verbal communication skills with attention to detail, tone, and clarity - Strong customer empathy and a passion for improving customer outcomes - Proactive thinker with a continuous improvement mindset Pay Grade - I Equity Grade - 3 Employees new to Affirm typically come in at the start of the pay range. 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: $89,000 - $139,000 # 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. By clicking "Submit Application," you acknowledge that you have read Affirm's Global Candidate Privacy Notice and hereby freely and unambiguously give informed consent to the collection, processing, use, and storage of your personal information as described therein.

Role Description The Growth Marketing Lead will play a key role in driving Intellect's next phase of growth by executing and optimizing high-impact marketing initiatives across enterprise demand generation, product marketing, content, digital channels, and marketing operations. This role will help drive pipeline generation, improve marketing performance, strengthen market positioning, and support commercial growth across key markets. We are looking for a highly hands-on marketer who combines strong execution capabilities with commercial thinking. The ideal candidate is data-driven, resourceful, and comfortable operating across multiple marketing disciplines within a lean, fast-paced environment. This role is ideal for someone who enjoys owning meaningful projects end-to-end, partnering cross-functionally, and helping scale a modern growth marketing function. Responsibilities - Growth Marketing Strategy & Pipeline Generation - Execute growth marketing initiatives across Intellect’s core business units while supporting broader global growth opportunities. - Drive enterprise pipeline generation across a multi-channel mix with a strong emphasis on B2B events, alongside inbound, partnerships, digital campaigns, content, SEO, paid acquisition, and outbound-supporting channels. - Own and optimize the events-led growth motion, including planning and execution of B2B events and driving post-event conversion into qualified enterprise opportunities. - Monitor performance across all channels, with a focus on event-driven pipeline contribution, and identify opportunities to improve conversion rates and channel effectiveness. - Use data and performance insights to continuously optimize marketing activities and improve end-to-end funnel efficiency. - Enterprise Demand Generation & GTM - Execute and optimize enterprise demand generation programs across B2B events, webinars, partnerships, paid media, content, SEO, digital campaigns, and account-based initiatives. - Support efforts to convert awareness and engagement into qualified enterprise opportunities. - Maintain attribution, funnel reporting, and campaign performance visibility across the marketing lifecycle. - Partner closely with sales and revenue operations to improve lead quality, campaign effectiveness, and pipeline conversion. - Ensure marketing programs align with enterprise sales priorities and commercial objectives. - Product Marketing & Positioning - Drive product marketing initiatives including positioning, messaging, and go-to-market execution. - Translate complex mental healthcare and organisational wellbeing solutions into clear and compelling customer-facing narratives. - Develop sales enablement materials, case studies, customer stories, and marketing collateral. - Collaborate cross-functionally with product, operations, clinical, and revenue teams to ensure messaging reflects customer needs and product developments. - Support Intellect's category leadership through consistent and effective market positioning. - Marketing Operations, Analytics & Scalable Systems - Maintain visibility into funnel performance, campaign effectiveness, attribution, and marketing ROI. - Develop reporting and dashboards that support data-driven decision making. - Leverage automation, AI tools, and scalable workflows to improve execution efficiency. - Improve marketing processes, campaign operations, and reporting consistency. - Support continuous optimization of marketing systems and operational workflows. - Cross-Functional Collaboration - Partner closely with revenue, client success, product, operations, and finance teams to support company growth objectives. - Contribute insights and recommendations that improve go-to-market execution and marketing performance. - Collaborate across functions to ensure alignment between marketing initiatives and commercial priorities. - Support a culture of accountability, experimentation, and continuous improvement. Qualifications - 5-8 years of experience across growth marketing, demand generation, product marketing, performance marketing, or related marketing functions. - Strong commercial and analytical mindset with experience working with metrics such as CAC, conversion rates, attribution, pipeline contribution, and ROI. - Proven ability to execute across multiple marketing disciplines in a fast-paced environment. - Highly resourceful and comfortable operating within lean teams. - Experience driving measurable B2B pipeline generation and supporting enterprise sales cycles is strongly preferred. - Strong project management and prioritisation skills. - Comfortable collaborating across sales, product, operations, and leadership teams. - Familiarity with AI-enabled workflows, automation, and modern marketing tooling. - Regional APAC experience is a plus. - Prior healthcare or mental health experience is not required. Benefits - Global company – work in a diverse environment with people from nearly 20 countries. - Generous leave policy – time off to rest and recharge. - Christmas week off – company-wide break during Christmas, separate from annual leave. - Birthday leave – enjoy a day off on your birthday. - Quarterly mental health days – one day off every quarter to focus on your wellbeing. - Flexible work arrangements – work in a way that suits your lifestyle and goals. - Work-life balance – a culture that values personal time and long-term wellness. - Medical coverage – comprehensive insurance for peace of mind. - Performance bonus – high performance is recognised and rewarded. - Development budget - annual allowance to support your professional development. - Mental health support – premium coaching access to our mental health app and resources & dedicated budget for clinical and psychiatric care. - Socials and communities – regular non-work events/activities to connect and have fun together.

• Own the integrated campaign calendar for new logo acquisition in the Business & Government segment, with pipeline targets defined for every program. • Translate GTM positioning and competitive differentiation from the GTM Marketing team into compelling, audience-specific campaign narratives and assets. • Execute multi-channel campaigns spanning paid media, email, content syndication, webinars, and field event integration. • Design and run ABM programs for target accounts across the Business & Government universe — account-based thinking is core to this role, not optional. • Support Blackboard’s visibility in AI-generated research environments (GEO), coordinating with the VP GTM on which prompts and themes buyers are searching. • Partner with Marketing channel teams to ensure programs compound ROI rather than run in isolation. • Build AI-native workflows for always-running campaign analysis, audience personalization, and performance optimization — and share what you’re building with the broader team. • Own Blackboard’s presence at third-party conferences in Business & Government, including DevLearn, ATD, and other sector events. • Manage regional field activation programs tied to pipeline goals in specific accounts or geographies. • Build and own post-event attribution models: every event investment is measured against pipeline sourced, pipeline influenced, and closed won contribution. • Own a direct pipeline contribution target — not just activity metrics. You hold a number, review it weekly, and course-correct when programs underperform. • Work with Marketing Intelligence to define campaign-level pipeline targets and track performance against them.