Customer Operations Associate I

Affirm; Los Angeles (CA); Remote; USD 50,000 - 70,000; Full time

Job summary

A financial technology company is seeking an Operations Associate for their Customer Operations team. This role involves resolving complex customer inquiries primarily via email and collaborating cross-functionally. Applicants should have experience in an omni-channel environment, excellent communication skills, and strong problem-solving abilities. The position supports a remote work model with competitive compensation, offering a salary range between $50,000 and $70,000 depending on location.

Benefits

100% subsidized medical, dental, and vision coverage

Flexible Spending Wallets for various expenses

Competitive vacation and holiday schedules

Employee stock purchase plan

Qualifications

• 1–3 years’ experience interacting with customers in an omni‑channel environment.
• Experience in the financial industry is a plus.
• Comfortable working with Key Performance Indicators (KPIs).

Responsibilities

• Resolve escalated customer inquiries primarily via email.
• Maintain a high level of professionalism.
• Identify trends and improvement opportunities.

Skills

Excellent verbal and written communication skills

Organizational skills

Proactive problem-solving

Analytical thinking

Team player

Tools

Mac (iOS)

Google Workspace

Job description

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.

Operations Associate – Customer Operations

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.

What You’ll Do

• Resolve escalated customer inquiries primarily via email, with occasional phone support.
• Maintain a high level of professionalism and consistently meet Quality Assurance scores.
• Use product and financial knowledge to investigate and resolve a wide variety of case types.
• Participate in ongoing training to develop new skills and responsibilities.
• Identify trends and improvement opportunities including agent coaching, quality monitoring, and product features.
• Assist with new product incubation and ad‑hoc projects.
• Manage schedules and email channels independently to drive productivity and quality.
• Collaborate cross‑functionally with other teams to analyze and resolve complex issues.
• Help create documentation such as meeting minutes, N‑Pagers, and procedural updates.

What We Look For

• Willingness to support operations on evenings, weekends, and public holidays.
• Excellent verbal and written communication skills.
• Capable of delivering high‑quality work independently in a fast‑growth environment.
• 1–3 years’ experience interacting with customers in an omni‑channel environment (phone, email, chat, etc.).
• Experience in the financial industry is a plus.
• Sound judgment, proactive problem‑solving, and analytical thinking.
• Strong organizational skills, attention to detail, and ability to manage competing priorities.
• Team player who collaborates with cross‑functional partners.
• Knowledge of Mac (iOS) and Google Workspace (formerly G Suite) is a plus.
• Comfortable working with Key Performance Indicators (KPIs) to assess and drive performance.

Pay & Equity

Pay Grade – B | Equity Grade – 1

Base pay (US) per year: $44,000 – $64,000 (all states) or $50,000 – $70,000 (CA, WA, NY, NJ, CT). Equity rewards, monthly stipends for health, wellness and tech spending, and 100 % subsidized medical, dental, and vision coverage are part of the total compensation package.

Remote

Affirm is proud to be a remote‑first company! Roles are available across the United States; occasional office visits may be required.

Visa

Please note that visa sponsorship is not available for this position.

Benefits

• Health care coverage – all premiums covered for you and your dependents.
• Flexible Spending Wallets – stipends for technology, food, lifestyle and family expenses.
• Time off – competitive vacation and holiday schedules.
• ESPP – employee stock purchase plan.

EEO Statement

We believe It’s On Us to provide an inclusive interview experience for all, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.

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