Customer Operations Associate

Affirm; Houston (TX); Remote; USD 44,000 - 64,000; Full time

Job summary

An innovative firm is seeking a Customer Operations Associate to enhance customer experiences through timely resolution of inquiries. This role involves engaging with customers across various channels, utilizing strong communication and problem-solving skills. The ideal candidate will thrive in a dynamic environment, contributing to ongoing training and product development initiatives. With a commitment to inclusivity and flexibility, this remote-first company offers a supportive atmosphere for professional growth and collaboration. If you are passionate about customer service and eager to make a difference, this opportunity is perfect for you.

Benefits

Health Coverage

Flexible Stipends

Generous Vacation

Employee Stock Purchase Plan

Qualifications

• 1-3 years of experience in customer service across multiple channels.
• Strong follow-through and ability to manage competing priorities.

Responsibilities

• Resolve escalated customer inquiries via email and phone.
• Collaborate with cross-functional teams to analyze complex issues.

Skills

Verbal Communication

Written Communication

Problem-Solving

Analytical Thinking

Organizational Skills

Customer Interaction

Team Collaboration

Education

High School Diploma

Bachelor's Degree

Tools

Google Workspace

Mac (iOS)

Job description

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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 the 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

• Resolve escalated customer inquiries via email, with occasional phone support.
• Maintain professionalism and high Quality Assurance scores while establishing positive rapport with clients.
• Utilize product and financial knowledge to communicate, investigate, and resolve customer issues across various case types.
• Participate in ongoing training to develop new skills and responsibilities.
• Identify trends and areas for improvement, including agent coaching, quality monitoring, and product features.
• 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 customer issues.
• Engage in voluntary specialized processes beyond daily responsibilities.
• Create and update documents, including meeting minutes and procedural updates.

What We Look For

• Willingness to support operations during evenings, weekends, and holidays.
• Excellent verbal and written communication skills.
• Ability to work independently or virtually with high quality in a fast-paced environment.
• 1-3 years of experience interacting with customers across multiple channels.
• Financial industry experience is a plus.
• Sound judgment and proactive problem-solving skills.
• Analytical thinking and keen organizational skills with attention to detail.
• Team-oriented attitude with a desire to collaborate and learn.
• Strong follow-through and ability to manage competing priorities.
• Knowledge of Mac (iOS) and Google Workspace is a plus.
• Comfort with working with KPIs to assess and improve performance.

Additional Details

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.

Base pay ranges (per year):

• $50,000 - $70,000 in CA, WA, NY, NJ, CT
• $44,000 - $64,000 in other U.S. states

Note: Visa sponsorship is not available.

Affirm is a remote-first company, with most roles being remote. Some roles may require occasional work at an office.

Benefits

• Health coverage with premiums paid by Affirm for employees and dependents.
• Flexible stipends for technology, food, lifestyle, and family expenses.
• Generous vacation and holiday time.
• Employee stock purchase plan at a discount.

We are committed to an inclusive hiring process and provide accommodations for candidates with disabilities.

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