Customer Operations Associate

Affirm; Madison (WI); Remote; USD 44,000 - 64,000; Full time

Job summary

An innovative company is looking for a Customer Operations Associate to enhance customer experiences and ensure timely resolutions of inquiries. In this role, you will engage with customers through various channels, leveraging your problem-solving skills and financial knowledge. You will thrive in a collaborative environment, assisting in the development of new products while maintaining high-quality standards. This remote-first position offers flexibility and a chance to grow within a dynamic team, making a meaningful impact on customer satisfaction and operational efficiency.

Benefits

Health coverage

Flexible stipends

Generous vacation

Employee Stock Purchase Plan

Qualifications

• 1-3 years of customer interaction experience across multiple channels.
• Ability to work independently or virtually in a fast-growth environment.

Responsibilities

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

Skills

Verbal communication

Written communication

Problem-solving

Analytical thinking

Organizational skills

Customer service

Team collaboration

Education

High school diploma

Experience in 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, providing consumers with the flexibility to buy now and pay later without hidden fees or interest. We aim to improve consumers' lives with better financial products. We are seeking a Customer Operations Associate to join our team, serving our customers humbly. As part of our Customer Operations team, you will ensure 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 with clients
• Use your product and financial knowledge to investigate and resolve customer issues across various case types
• Participate in ongoing training to develop new skills and responsibilities
• 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 proactively with other teams to analyze and resolve complex customer issues
• Engage in voluntary specialized processes beyond daily responsibilities
• Create documentation, including meeting minutes and procedural updates

What We Look For

• Willingness to support operations during evenings, weekends, and public holidays
• Excellent verbal and written communication skills
• Ability to work independently or virtually, maintaining flexibility in a fast-growth 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 strong organizational skills with attention to detail
• Team player with a collaborative mindset
• Ability to manage competing priorities and follow through
• Knowledge of Mac (iOS) and Google Workspace is a plus
• Comfort working with KPIs to assess and improve performance

Additional Details

Base Pay Grade: B

Equity Grade: 1

Employees typically start at the beginning of the pay range, which varies based on location, experience, and skills. Compensation includes base pay, equity, stipends for health and tech, and benefits such as subsidized medical, dental, and vision coverage.

USA Base Pay Range (CA, WA, NY, NJ, CT): $50,000 - $70,000 per year

USA Base Pay Range (other states): $44,000 - $64,000 per year

Note: Visa sponsorship is not available. Affirm is a remote-first company, allowing most roles to be performed remotely within the U.S., with some roles requiring occasional office presence.

Benefits

• Health coverage with premiums paid by Affirm for you and dependents
• Flexible stipends for technology, food, lifestyle, and family expenses
• Generous vacation and holiday time
• Employee Stock Purchase Plan (ESPP) at a discount

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

By submitting your application, you acknowledge reading Affirm's Privacy Notice and consent to the handling of your personal data.

Additional Information

• Seniority Level: Associate
• Employment Type: Full-time
• Job Function: Other