Affirm is reinventing credit to make it more honest & friendly, giving consumers the flexibility to buy now & pay later without any hidden fees or compounding interest.
The Director of Customer Care will be responsible for creating a culture of delighting our customers & driving extraordinary customer experience through customer-centric thinking that will positively impact our Customer Satisfaction & Net Promoter Scores. We are looking for a leader who can help us shift from focusing on traditional call center metrics to satisfying customers by solving their problems while demonstrating that we care. You will own handling the delivery of all aspects of our front office care teams in an omni channel environment (i.e. phone, email, chat, cases, etc) including the development of people, managing their performance & 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 & maximizing revenue while handling costs.
What you'll need to succeed
You are committed to the pursuit of delighting customers, responsible for benchmarking to uplift performance, always learning & adopting standard methodologies, promoting a culture of continuous improvement & ensuring that we employ empathetic people managers who will help deliver on our customer experience vision.
What you'll get in return
A leadership opportunity with a passionate team in a fast paced, purpose driven environment looking to improve the financial lives of our customers.