Bilingual Customer Operations Associate

Summary

Join Affirm's Customer Operations team as a Bilingual Customer Operations Associate and contribute to our mission of reinventing credit. You will resolve complex customer inquiries through various communication channels, collaborate with cross-functional teams, and participate in new product development. This role requires excellent communication skills, experience in customer service, and proficiency in both English and French. Affirm offers a competitive compensation package, including comprehensive health benefits, flexible spending stipends, and generous time off. The position is remote-first, offering flexibility and work-life balance. We are looking for a team player with strong problem-solving skills and a proactive approach to customer support.

Requirements

• Support operation functions on evenings, weekends and public holidays
• Possess excellent verbal and written communication skills
• Be proficient in both English and French
• Deliver high quality work independently and/or virtually while remaining flexible in a fast-growth environment
• Have 1-3 years of experience interacting with customers in an omnichannel environment (phone, email, chat, etc)
• Apply sound judgment and proactive problem solving skills
• Apply analytical thinking in decision making with keen organizational skills and attention to detail
• Be a team player with an interest in collaborating with and learning from cross-functional partners
• Demonstrate strong follow-through and ability to manage competing priorities
• Be comfortable with working with Key Performance Indicators (KPIs) to assess and drive performance

Responsibilities

• Resolve escalated customer inquiries via predominantly email, with occasional need for phone calls to support customers
• Maintain a high level of professionalism and maintain excellent Quality Assurance scores with clients while working to establish a positive rapport
• Utilize your in-depth product and financial knowledge to communicate, investigate, and resolve customer issues on a larger variety of case types
• Participate and assist in ongoing training to develop new skills and responsibilities
• Help identify trends and areas of improvement including agent coaching, quality monitoring and product features
• Participate in the incubation phase of new products and features and assist with ad-hoc projects as needed
• Independently manage schedules and emails channels in order to drive higher productivity performance and quality scores
• Proactively collaborate cross-functionally with other Affirm teams to analyze, assess and resolve complex customer issues
• Participate in voluntary specialized processes in addition to day to day responsibilities
• Initiate document creation, including meeting minutes and procedural updates

Preferred Qualifications

• Have experience within the financial industry
• Possess Mac (iOS) and Google Workspace (formerly G Suite) knowledge

Benefits

• 100% subsidized medical coverage, dental and vision for you and your dependents
• Monthly stipends for health, wellness and tech spending
• Equity rewards offered by Affirm Holdings, Inc. (parent company)
• Competitive vacation and holiday schedules
• ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount
• Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
• Remote work