Lead, Merchant Care

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.
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