Customer Operations Associate I

@ Affirm

About Affirm

Affirm is reinventing credit to be honest and friendly. They offer flexible buy now, pay later options without hidden fees or compounding interest. Their mission is to provide better financial products that improve consumers' lives.

Role Overview

The Customer Operations Associate I is responsible for resolving complex customer inquiries, predominantly via email and occasionally by phone. This role involves maintaining professionalism, high Quality Assurance scores, and using in-depth product and financial knowledge to address a variety of case types. The candidate will also collaborate cross-functionally and work on ad-hoc projects related to new product features.

What You'll Do

• Resolve escalated customer inquiries across omni-channel communications.
• Maintain high quality standards and excellent rapport with clients.
• Utilize product and financial expertise to resolve diverse cases.
• Collaborate with other teams to identify trends and drive improvements.
• Participate in training, document creation, and new product incubation.

What We Look For

• Support availability during evenings, weekends, and holidays.
• Excellent verbal and written communication skills.
• 1-3 years customer interaction experience in omni-channel environments.
• Financial industry experience is a plus.
• Strong analytical, organizational, and problem-solving skills.

Benefits & Additional Information

Affirm offers competitive benefits including fully subsidized health coverage, flexible spending wallets, generous time-off policies, and an employee stock purchase plan. The company is remote-first, offering flexibility in work location while maintaining occasional office interactions when required. Visa sponsorship is not available for this position.

Key Skills/Competency

• Customer Service
• Operations
• Omni-channel
• Communication
• Quality Assurance
• Financial Knowledge
• Analytical Thinking
• Cross-functional Collaboration
• Problem Solving
• Documentation