Lead, Merchant Care

As a Lead in Merchant Care, you'll be at the forefront of managing a team that supports the financial transactions and banking processes of Affirm's valued merchants. Your team will handle a range of critical functions, including escalated merchant cases, troubleshooting product bugs and issues, resolving disputes, managing credit furnishing, and ensuring compliance adherence. Your key responsibilities will include managing and developing a team of passionate service professionals to exceed targets and deliver exceptional merchant experiences. You will coach and mentor your team to resolve complex inquiries accurately and promptly. You will also manage sensitive escalations, taking ownership of difficult issues, and leading by example to maintain premium service quality for merchant inquiries. The role requires a proactive approach to problem-solving, an emphasis on service, and the ability to thrive in a hyper-growth environment.