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Happiness score
66/100
Based on 12 verified employee signals
Affirm posts 33% revenue growth and $14.1B in quarterly GMV
Fiscal Q4 2026 revenue reached $1.2B, up 33% year over year, while GMV rose 36% to $14.1B. Operating income equaled 13% of revenue.
Affirm promotes Michael Linford from COO to President
Affirm appointed Michael Linford President effective Aug. 27, 2026, expanding his oversight to revenue, global markets, legal, compliance and public affairs.
Affirm and Shopify launch Shop Pay Installments in Australia
Shopify merchants in Australia can now activate Affirm-powered installment payments offering eligible shoppers fortnightly or monthly plans.
Affirm brings pay-over-time checkout to Google Search and Gemini
Affirm began rolling its payment options into Google Search, including AI Mode, and the Gemini app through Google Pay, extending BNPL into AI-assisted shopping.
AI Generated Insights
Investigate, respond to, and resolve complex customer complaints via email, while meticulously documenting each case and coordinating with cross‑functional teams.
At least 1 year of experience in operations, customer support, or related fields, strong written communication, high empathy, and a proactive, resilient mindset.
The role serves as the Voice of Affirm, turning customer pain points into actionable insights that improve product experience, reduce risk, and strengthen trust.
At Affirm, we exist for the moments that matter—giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most.
About the Operations team
The Operations team delivers seamless customer experiences and enables new product capabilities while ensuring operational excellence. The team owns strategy, planning, technical execution, customer service, fraud operations, process design, quality, training, and program management. We drive efficiency, resolve issues quickly, and scale operations as the business grows. Our goal is to deliver seamless support while maintaining high standards and reducing risk.
About the role
Affirm’s Customer Advocacy and Retention (CAR) team sits within Customer Operations and houses our customer complaint experts. When customers share their challenging experiences with Affirm, Affirm has invaluable insight into the breaking points of our products, processes, or policies. As we learn from and champion for our customers, we use their voices to improve customer experience, deliver fair outcomes and repair relationships.
As a Customer Advocacy Associate II, you'll be empowered as the Voice of Affirm to use exceptional empathy and product expertise to solve highly complex complaints filed with Bank Partners, Executive Leadership and other Internal Affirm teams. The team facilitates communication and coordination among cross functional partners to identify the root causes and validity of the complaint, and uses a compliance and risk-based mindset to evaluate options to remedy the issues and determine the appropriate solutions to drive resolution. The team works directly with customers until these complaints are deemed resolved. Your job is not only to investigate, remediate, and address complaints, but to help us learn as a company from each escalation, so we can make using our products as seamless as possible. See an opportunity to improve customer trust or our team's operations at scale? You'll drive this as a member of the Customer Advocacy and Retention (CAR) team.
What you’ll do
Deliver an outstanding customer experience
Review, respond and investigate complaints received from Executives and other Internal Teams such as Investor Relations or Press as well as Bank Partners
Solve customer issues efficiently, effectively, and empathetically with an emphasis on quality, accuracy, and thoroughness
Communicate with Customers using email
Categorize and record all complaints with extreme attention to detail
Drive continuous improvement
Engage with cross functional partners (Compliance, Legal, Risk, Product, Communications, etc.) to spearhead remediation of thematic problems.
Identify areas of opportunity to improve procedures, processes, or tooling and lead project workstreams.
Grow your financial services expertise
Become a subject matter expert on current and emerging products as well as consumer finance policies and servicing processes, and regulatory requirements
What we look for
Minimum 1 year 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
An eagerness to think outside the box both in terms of solutions to complex complaints and process improvement
Resiliency with ability to bounce back from challenging interactions and manage through complexity and uncertainty
Strong customer empathy and service level focus
Proactive thinker constantly seeking improvement opportunities in work
Team player with the ability to collaborate and be sensitive of others
Base Pay Grade - C
Equity Grade - 1
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: $60,000 - $80,000 USD
USA base pay range (all other U.S. states) per year: $53,000 - $73,000 USD
Employees new to Affirm typically come in at the start of the pay range.
Please note that visa sponsorship is not available for this position.
#LI-Remote
Remote-first with flexibility built in
Affirm is proud to be a remote-first company. Most roles can be done from almost anywhere within the country of employment. Some positions may occasionally require in-person work at an Affirm office, and a few are office-based due to the nature of the work. All new hires will be invited to attend an in-person onboarding experience.
Benefits designed for you
Our benefits reflect our commitment to care, transparency, and flexibility. Here are a few highlights:
We’re committed to providing an inclusive interview process, including accommodations for candidates with disabilities. If you need support, we’re happy to help.
For positions based in San Francisco or Los Angeles: Affirm considers qualified applicants with arrest and conviction records, as required by law.
By clicking "Submit Application," you acknowledge that you have read Affirm's Global Candidate Privacy Notice and consent to the use of your personal information as described.
