Customer Operations Associate I

Affirm; New York (NY); Remote; USD 50,000 - 70,000; Full time

Job summary

A financial technology company is seeking a Customer Support Representative based in New York. The role involves resolving customer inquiries, collaborating with teams, and maintaining high-quality standards. Candidates should have 1-3 years of experience in customer service and strong communication skills. This position offers a competitive salary and benefits in a remote-first environment.

Benefits

100% subsidized medical coverage

Flexible Spending Wallets

Employee stock purchase plan

Generous time off policies

Qualifications

• 1-3 years of experience interacting with customers in an omnichannel environment.
• Experience in the financial industry is a plus.
• Comfortable with working with KPIs to assess and drive performance.

Responsibilities

• Resolve escalated customer inquiries via email and phone.
• Maintain professionalism and excellent quality assurance scores.
• Collaborate cross-functionally to resolve complex customer issues.

Skills

Excellent verbal and written communication skills

Analytical thinking

Proactive problem-solving

Team player

Mac (iOS) and Google Workspace knowledge

Job description

What You\'ll Do

• Resolve escalated customer inquiries via predominantly email, with occasional need for phone calls to support customers.
• Maintain a high level of professionalism and excellent Quality Assurance scores while establishing a positive rapport with clients.
• Utilize in-depth product and financial knowledge to communicate, investigate, and resolve a variety of customer issues.
• Participate in ongoing training to develop new skills and responsibilities.
• Identify trends and areas for improvement, including coaching, quality monitoring, and product features.
• Participate in the incubation phase of new products and features and assist with ad-hoc projects as needed.
• Independently manage schedules and email channels to drive higher productivity and quality scores.
• Collaborate cross-functionally with other Affirm teams to analyze, assess, and resolve complex customer issues.
• Participate in voluntary specialized processes in addition to day-to-day responsibilities.
• Initiate document creation, including meeting minutes, N-Pagers, and procedural updates.

What We Look For

• Willingness to support operation functions on evenings, weekends and public holidays.
• Excellent verbal and written communication skills.
• Ability to deliver high-quality work independently and/or virtually while remaining flexible in a fast-growth environment.
• 1-3 years of experience interacting with customers in an omnichannel environment (phone, email, chat, etc.).
• Experience within the financial industry is a plus.
• Sound judgment and proactive problem-solving skills.
• Analytical thinking in decision making with keen organizational skills and attention to detail.
• Team player with an interest in collaborating with and learning from cross-functional partners.
• Strong follow-through and ability to manage competing priorities.
• Mac (iOS) and Google Workspace knowledge a plus.
• Comfortable with working with KPIs to assess and drive performance.

Pay Grade — B

Equity Grade — 1

Employees new to Affirm typically come in at the start of the pay range. Affirm focuses on providing a simple and transparent pay structure based on location, experience and job-related skills.

Base pay is part of a total compensation package that may include equity rewards, monthly stipends for health, wellness and tech spending, and benefits (including 100% subsidized medical coverage, dental and vision for you and your dependents).

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

USA base pay range (all other U.S. states) per year: $44,000 - $64,000

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

Affirm is proud to be a remote-first company. The majority of our roles are remote and you can work almost anywhere within the country of employment. Affirmers in proximal roles have the flexibility to work remotely, but may occasionally be required to work out of their assigned Affirm office. A limited number of roles remain office-based due to the nature of their job responsibilities.

Benefits

We\'re proud to offer competitive benefits anchored to our core value of people come first. Key highlights include:

• Health care coverage – Affirm covers all premiums for all levels of coverage for you and your dependents.
• Flexible Spending Wallets – generous stipends for spending on technology, food, various lifestyle needs, and family forming expenses.
• Time off – vacation and holiday schedules that allow you to rest and recharge.
• ESPP – an employee stock purchase plan enabling you to buy shares of Affirm at a discount.

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.

[For U.S. positions that could be performed in Los Angeles or San Francisco] Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles Fair Chance Initiative for Hiring Ordinance, Affirm will consider qualified applicants with arrest and conviction records.

By clicking "Submit Application," you acknowledge that you have read Affirm\'s Global Candidate Privacy Notice and consent to the collection, processing, use, and storage of your personal information as described therein.