Remote Customer Operations Associate

Affirm, Inc.; Boston (MA); Remote; USD 44,000 - 70,000; Full time

Benefits offered by this job

Health coverage for employees and for

Spending stipends for tech health and

Flexible time off and holidays

Job summary

Affirm, Inc. is seeking an Operations Associate to join the Customer Operations team. You will resolve complex inquiries primarily via email, with occasional calls, while maintaining high quality and professional standards.

You’ll leverage product knowledge and cross-functional collaboration to improve processes and support new features. The role emphasizes flexibility for evenings/weekends, strong English/French communication, and the ability to work independently in a fast-growing,

Qualifications

• 1-3 years of experience interacting with customers in an omnichannel environment (phone, email, chat, etc)
• Willingness to support operations on evenings, weekends and public holidays
• Excellent verbal and written communication skills
• Proficient in English and French
• Able to deliver high quality work independently and virtually in a fast-growth environment
• Experience in financial industry is a plus
• Sound judgment and problem solving skills
• Analytical thinking in decision making with keen organization and attention to detail
• Team player with cross-functional collaboration
• Strong follow-through and ability to manage competing priorities
• Mac (iOS) and Google Workspace knowledge a plus
• Comfortable with KPIs to assess and drive performance

Responsibilities

• Resolve escalated inquiries via email with occasional calls to support customers
• Maintain professionalism and high QA scores while building rapport
• Apply product and financial knowledge to investigate and resolve complex issues
• Participate in ongoing training to develop new skills
• Identify trends and areas for improvement including coaching and QA
• Assist with incubation of new products and features and ad-hoc projects
• Independently manage schedules and email channels to boost productivity
• Collaborate cross-functionally to analyze and resolve issues
• Create documentation like meeting minutes and procedural updates

Skills

Customer support

Multichannel

English-French bilingual

Analytical thinking

Tools

Mac (iOS)

Google Workspace

Job description

Affirm, Inc. is seeking an Operations Associate to join the Customer Operations team. You will resolve complex inquiries primarily via email, with occasional calls, while maintaining high quality and professional standards.

You’ll leverage product knowledge and cross-functional collaboration to improve processes and support new features. The role emphasizes flexibility for evenings/weekends, strong English/French communication, and the ability to work independently in a fast-growing,