Customer Operations Associate

Summary

Join Affirm's Customer Operations team as a Customer Operations Associate and help us provide exceptional customer service. You will resolve complex customer inquiries through various communication channels, collaborate with cross-functional teams, and contribute to process improvements. This role requires strong communication, problem-solving, and analytical skills, along with 1-3 years of customer service experience in an omnichannel environment. Financial industry experience is a plus. You will be responsible for managing your schedule, maintaining high-quality work, and proactively identifying areas for improvement. Affirm offers a competitive compensation package including equity, stipends, and comprehensive benefits.

Requirements

• Willingness to support operation functions on evenings, weekends and public holidays
• Excellent verbal and written communication skills
• Capable of delivering high quality work independently and/or virtually while remaining flexible in a fast-growth environment
• 1-3 years required experience interacting with customers in an omnichannel environment (phone, email, chat, etc)
• Sound judgment and proactive problem solving skills
• Ability to apply analytical thinking in decision making with keen organizational skills and attention to detail
• Team player with an interest in collaborating with and learning from cross-functional partners
• Strong follow-through and ability to manage competing priorities
• 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
• Responsible for maintaining a high level of professionalism and maintaining excellent Quality Assurance scores with clients while working to establish a positive rapport
• Utilization of 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
• Responsible for independently managing schedules and emails channels in order to drive higher productivity performance and quality scores
• Proactive willingness to collaborate cross-functionally with other Affirm teams to analyze, assess and resolve complex customer issues
• Opportunity to participate in voluntary specialized processes in addition to day to day responsibilities
• Initiate document creation, including meeting minutes and procedural updates

Preferred Qualifications

• Experience within the financial industry is a plus
• Mac (iOS) and Google Workspace (formerly G Suite) knowledge a plus

Benefits

• Health care coverage - Affirm covers all premiums for all levels of coverage for you and your dependents
• Flexible Spending Wallets - generous stipends for spending on Technology, Food, various Lifestyle needs, and family forming expenses
• Time off - competitive vacation and holiday schedules allowing you to take time off to rest and recharge
• ESPP - An employee stock purchase plan enabling you to buy shares of Affirm at a discount