Remote Customer Operations Associate

Affirm, Inc.; Detroit (MI); A distancia; USD 44.000 - 70.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health coverage for you and dependents

Monthly tech and health stipends

Flexible time off and holidays

Employee stock purchase plan (ESPP)

Descripción de la vacante

Affirms is seeking an Operations Associate to join our Customer Operations team. You will resolve complex inquiries via email and, occasionally, phone, and collaborate with cross-functional teams to implement new systems and products.

Our remote-first environment supports a flexible schedule and requires professionalism and strong English/French communication. The role emphasizes learning, performance in a fast-growth setting, and contributing to process improvements.

Formación

• Willingness to support operation functions on evenings, weekends and public holidays.
• Excellent verbal and written communication skills.
• Proficient in both English and French.
• Capable of delivering high quality work independently and/or virtually while remaining flexible in a fast-growth environment.
• 1-3 years required 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.
• Ability to apply 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 Key Performance Indicators (KPIs) to assess and drive performance.

Responsabilidades

• Resolve escalated customer inquiries via predominantly email, with occasional need for phone calls to support customers.
• Responsible for maintaining a high level of professionalism and maintaining excellent Quality Assurance scores with clients while working to establish a positive rapport
• Utilization of your in-depth product and financial knowledge to communicate, investigate, and resolve customer issues on a larger variety of case types.
• Participate and assist in ongoing training to develop new skills and responsibilities
• Help identify trends and areas of improvement including agent coaching, quality monitoring and product features
• Participate in the incubation phase of new products and features and assist with ad-hoc projects as needed
• Responsible for independently managing schedules and emails channels in order to drive higher productivity performance and quality scores.
• Proactive willingness to collaborate cross-functionally with other Affirms teams to analyze, assess and resolve complex customer issues
• Opportunity to participate in voluntary specialized processes in addition to day to day responsibilities
• Initiate document creation, including meeting minutes, N-Pagers, and procedural updates

Conocimientos

Excellent communication

Bilingual English-French

Omnichannel support

Evenings/weekends eligibility

Attention to detail

Team player

Herramientas

Mac (iOS)

Google Workspace

Descripción del empleo

Affirms is seeking an Operations Associate to join our Customer Operations team. You will resolve complex inquiries via email and, occasionally, phone, and collaborate with cross-functional teams to implement new systems and products.

Our remote-first environment supports a flexible schedule and requires professionalism and strong English/French communication. The role emphasizes learning, performance in a fast-growth setting, and contributing to process improvements.