Social Care & Community Associate/Senior Associate

Social Care & Community Associate/Senior Associate

Affirm’s Social Care & Community team sits within our Customer Advocacy & Retention team. We aim to improve the experiences of our customers by providing assisted support through social channels, educating our customers on how to use self help resources, and build a community of consumers to champion their experiences with Affirm.

As a Social Care & Community Associate, you will actively monitor various social platforms to flag customer inquiries, complaints and compliments and direct our customers to resources to help them. You will investigate and research complex issues raised by our customers and work with internal partners to ensure we provide a high quality resolution.

What you'll do

  • Craft swift responses via social media channels, proactively engage with followers to grow social voice, and help facilitate customer issues in a timely and personalized manner
  • Become a subject matter expert on current and emerging products, consumer finance policies, and servicing processes
  • Partner with other teams such as Customer Resolution, Communications, Compliance, marketing, social media, public relations, government relations, business development, operations, and technology teams
  • Identify and communicate trends across social platforms to identify pain points or product enhancement opportunities
  • Drive continuous initiatives to improve internal social care activities (including monitoring, flagging, resolving customer inquiries) as well as our customer’s ability to engage with us to receive help and support
  • Willingness to work flexible hours as necessary, which can include a mix of weekends, mornings, evenings, and/or holidays, if needed

What we look for

  • 1-2+ years of experience in social media management or communications. Level commensurate with experience.
  • Exceptional communication and writing skills with attention to detail, grammar, brand tone, and voice
  • Experience communicating across public, social platforms with demonstrated ability to keep customer and company information secure
  • Strong customer empathy and service level focus
  • Proactive problem solver constantly seeking improvement opportunities in work
  • Experience with issue or complaint management & compliance operations is a plus!
We’re excited to announce that Affirm is now a remote-first company! This role can be located anywhere in the U.S. and Canada (with the exception of Quebec). Remote based employees may occasionally travel to an Affirm office for meetings or team building events. Our offices in San Francisco, New York City, Pittsburgh, Chicago, and Salt Lake City will remain operational and accessible for anyone to use on a voluntary basis.
Please note that visa sponsorship is not available for this position.
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