Remote Customer Operations Associate I

Affirm, Inc.; San Jose (CA); Remote; USD 44,000 - 70,000; Full time

Benefits offered by this job

Health coverage for employee and/or 依

Tech and wellness stipends

Flexible time off and holidays

Employee stock purchase plan

Job summary

Affirm, Inc. is seeking an Operations Associate to join our Customer Operations team. You will resolve escalated inquiries via email, maintain high QA scores, and collaborate across teams to improve products and processes.

The role emphasizes learning, adaptability, and cross-functional cooperation in a remote-first environment. You’ll manage schedules and emails to boost productivity, participate in new product incubations, and contribute to documentation.

Qualifications

• 1–3 years required experience interacting with customers in an omnichannel environment (phone, email, chat, etc)
• Experience within the financial industry is a plus
• Excellent verbal and written communication skills
• Willingness to support operation functions on evenings, weekends and public holidays
• Ability to work independently and virtually in a fast-growth environment
• Proficient in English and French
• Capable of delivering high quality work independently and/or virtually while remaining flexible in a fast-growth environment
• 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

Responsibilities

• Resolve escalated customer inquiries via predominantly email, with occasional need for phone calls to support customers
• Maintain a high level of professionalism and excellent QA scores with clients while building positive rapport
• Use in-depth product and financial knowledge to investigate and resolve a variety of issues
• Participate in ongoing training to develop new skills and responsibilities
• Identify trends and areas for improvement including agent coaching and quality monitoring
• Support incubation of new products and features and assist with ad-hoc projects
• Manage schedules and emails to drive productivity and quality scores
• Collaborate cross-functionally to analyze, assess, and resolve complex customer issues
• Participate in specialized processes and document creation (minutes, N-Pagers, procedures)
• Initiate documentation updates and process improvements

Skills

Multichannel support

Customer service

Bilingual English/French

Time management

Analytical thinking

Cross-functional collaboration

KPI driven

Mac/iOS knowledge

Google Workspace

Tools

Mac (iOS)

Google Workspace

Job description

Affirm, Inc. is seeking an Operations Associate to join our Customer Operations team. You will resolve escalated inquiries via email, maintain high QA scores, and collaborate across teams to improve products and processes.

The role emphasizes learning, adaptability, and cross-functional cooperation in a remote-first environment. You’ll manage schedules and emails to boost productivity, participate in new product incubations, and contribute to documentation.