Customer Operations Associate

Affirm; Charlotte (NC); Remote; USD 44,000 - 64,000; Full time

Job summary

An innovative firm is seeking a Customer Operations Associate to enhance customer experiences through effective communication and problem-solving. This role involves resolving complex inquiries, collaborating with cross-functional teams, and participating in ongoing training. The ideal candidate will thrive in a fast-paced environment, demonstrating strong analytical skills and a team-oriented mindset. With a commitment to providing better financial products, this position offers the opportunity to grow within a supportive and dynamic company culture. Join a forward-thinking team dedicated to improving the lives of consumers and making credit more accessible.

Benefits

Health coverage for employees and dependents

Flexible Spending Wallets

Generous vacation and holiday leave

Employee Stock Purchase Plan (ESPP)

Qualifications

• Eager to learn and develop in a dynamic environment.
• Experience in omnichannel customer interaction is essential.

Responsibilities

• Resolve escalated customer inquiries via email and phone.
• Collaborate with teams to analyze and resolve customer issues.

Skills

Verbal Communication

Written Communication

Problem-Solving

Analytical Thinking

Organizational Skills

Multitasking

Education

1-3 years of experience in customer interaction

Experience in the financial industry

Tools

Google Workspace

Mac (iOS)

Job description

Join to apply for the Customer Operations Associate role at Affirm.

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without any hidden fees or compounding interest.

Affirm seeks to provide better financial products to improve the lives of consumers, and we are looking for a Customer Operations Associate to join our team to humbly serve our customers. As part of our Customer Operations team, Operations Associates ensure timely and accurate resolution of complex customer inquiries through omni-channel communication and partner with cross-functional teams to implement new systems and products. Our ideal candidate is eager to learn and develop their career within a dynamic and collaborative environment.

What You’ll Do

1. Resolve escalated customer inquiries via email, with occasional phone support
2. Maintain professionalism and high Quality Assurance scores while establishing positive rapport with clients
3. Use your product and financial knowledge to investigate and resolve customer issues across various case types
4. Participate in ongoing training to develop new skills and responsibilities
5. Identify trends and suggest improvements, including agent coaching, quality monitoring, and product features
6. Assist in the incubation of new products and features, and support ad-hoc projects
7. Manage schedules and communication channels independently to enhance productivity and quality
8. Collaborate proactively with other teams to analyze and resolve complex customer issues
9. Participate voluntarily in specialized processes beyond daily responsibilities
10. Create documentation such as meeting minutes and procedural updates

What We Look For

1. Willingness to support operations during evenings, weekends, and holidays
2. Excellent verbal and written communication skills
3. Ability to work independently and flexibly in a fast-paced environment
4. 1-3 years of experience in omnichannel customer interaction (phone, email, chat, etc.)
5. Experience in the financial industry is a plus
6. Sound judgment and proactive problem-solving skills
7. Analytical thinking, organizational skills, and attention to detail
8. Team-oriented mindset and eagerness to collaborate and learn
9. Strong follow-through and multitasking abilities
10. Knowledge of Mac (iOS) and Google Workspace is advantageous
11. Comfort with KPIs to assess and improve performance

Base Pay Grade: B

Equity Grade: 1

New employees typically start at the beginning of the pay range, which varies based on location, experience, and skills. Affirm offers comprehensive total compensation, including equity, stipends for health, wellness, tech, and benefits such as medical, dental, and vision coverage.

USA base pay ranges:

• CA, WA, NY, NJ, CT: $50,000 - $70,000 per year
• Other U.S. states: $44,000 - $64,000 per year

Note: Visa sponsorship is not available for this role.

Affirm is a remote-first company, allowing most roles to be performed remotely within the country of employment. Some roles may require occasional office presence.

Benefits

• Health coverage with premiums paid by Affirm for employees and dependents
• Flexible Spending Wallets for various expenses
• Generous vacation and holiday leave
• Employee Stock Purchase Plan (ESPP) at a discount

We are committed to an inclusive hiring process and provide accommodations for candidates with disabilities. We consider qualified applicants with arrest and conviction records in accordance with local laws.

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