Customer Operations Associate

Affirm; Detroit (MI); Remote; USD 44,000 - 64,000; Full time

Job summary

An innovative company is seeking a Customer Operations Associate to enhance customer experiences and resolve inquiries through various channels. This role offers the opportunity to work in a dynamic environment, focusing on customer satisfaction and operational excellence. You will engage with customers, utilize your problem-solving skills, and collaborate with teams to improve processes. With a competitive salary and comprehensive benefits, this position is perfect for individuals eager to grow their careers in customer operations. Join a forward-thinking organization that values inclusivity and employee well-being.

Benefits

Health care coverage

Flexible Spending Wallets

Generous vacation and holiday time

Employee Stock Purchase Plan (ESPP)

Qualifications

• 1-3 years of experience in omnichannel customer interaction.
• Financial industry experience is a plus.

Responsibilities

• Resolve escalated customer inquiries via email and phone.
• Collaborate cross-functionally to analyze and resolve complex issues.

Skills

Communication Skills

Problem-Solving Skills

Organizational Skills

Attention to Detail

Customer Service Experience

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.

We seek a Customer Operations Associate to join our team and humbly serve our customers. As part of our Customer Operations team, you will ensure the timely and accurate resolution of complex customer inquiries through omni-channel communication and collaborate with cross-functional teams to implement new systems and products. Our ideal candidate is eager to learn and grow within a dynamic, collaborative environment.

What You’ll Do

• Resolve escalated customer inquiries via email, with occasional phone support
• Maintain professionalism and high Quality Assurance scores while building positive rapport
• Use your product and financial knowledge to investigate and resolve diverse customer issues
• Participate in ongoing training to develop new skills
• Identify trends and suggest improvements, including agent coaching and quality monitoring
• Assist in the incubation of new products and features, and support ad-hoc projects
• Manage schedules and communication channels independently to enhance productivity and quality
• Collaborate cross-functionally to analyze and resolve complex issues
• Participate voluntarily in specialized processes beyond daily responsibilities
• Create documentation such as meeting minutes and procedural updates

What We Look For

• Willingness to support operations during evenings, weekends, and holidays
• Excellent communication skills, both verbal and written
• Ability to work independently or remotely with flexibility
• 1-3 years of experience in omnichannel customer interaction (phone, email, chat)
• Financial industry experience is a plus
• Sound judgment and proactive problem-solving skills
• Strong organizational skills and attention to detail
• Team-oriented with a willingness to learn from others
• Ability to manage competing priorities and follow through
• Knowledge of Mac (iOS) and Google Workspace is a plus
• Comfort with KPIs to evaluate and improve performance

Compensation and Benefits

Base Pay Grade: B

Equity Grade: 1

Employees typically start at the beginning of the pay range. Compensation includes base salary, potential equity, stipends for health, wellness, tech, and other benefits such as subsidized medical, dental, and vision coverage.

USA base pay range (CA, WA, NY, NJ, CT): $50,000 - $70,000/year

USA base pay range (other states): $44,000 - $64,000/year

Visa sponsorship is not available.

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 care coverage, with premiums paid by Affirm for you and your dependents
• Flexible Spending Wallets for various expenses
• Generous vacation and holiday time
• Employee Stock Purchase Plan (ESPP)

We are committed to an inclusive hiring process and provide accommodations for candidates with disabilities. For U.S. positions in Los Angeles or San Francisco, we consider qualified applicants with arrest and conviction records.

By submitting your application, you consent to Affirm’s privacy practices as outlined in our Candidate Privacy Notice.

Additional Details

• Seniority level: Associate
• Employment type: Full-time
• Job function: Other

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