Remote Customer Operations Associate I — Growth & Support

Affirm, Inc.; Philadelphia (Philadelphia County); Remote; USD 44,000 - 64,000; Full time

Benefits offered by this job

Health coverage

Stipends for tech setup

Time off and holidays

Employee stock purchase plan

Job summary

Affirm, Inc. is a remote-first company seeking an Operations Associate to support customers through email primarily, with occasional phone outreach. You will use your product and financial knowledge to investigate and resolve a wide range of inquiries, while maintaining strong QA scores and professional rapport.

You will collaborate with cross-functional teams, participate in ongoing training, and help identify improvements in processes and features. Evening/weekend shifts may be required.

Qualifications

• 1-3 years of experience interacting with customers in an omnichannel environment (phone, email, chat, etc).
• Experience in the financial industry is a plus.
• Willingness to work evenings, weekends and public holidays.

Responsibilities

• Resolve escalated customer inquiries via predominantly email, with occasional phone support.
• Maintain high professionalism and QA scores with clients.
• Use product and financial knowledge to communicate, investigate, and resolve issues.
• Participate in ongoing training to develop new skills and responsibilities.
• Identify trends and areas for improvement including agent coaching and quality monitoring.
• Collaborate cross-functionally to analyze and resolve complex customer issues.

Skills

Omnichannel support

Customer inquiries

QA scores

English-French bilingual

Analytical thinking

Cross-functional collaboration

Tools

Google Workspace

Mac/iOS

Job description

Affirm, Inc. is a remote-first company seeking an Operations Associate to support customers through email primarily, with occasional phone outreach. You will use your product and financial knowledge to investigate and resolve a wide range of inquiries, while maintaining strong QA scores and professional rapport.

You will collaborate with cross-functional teams, participate in ongoing training, and help identify improvements in processes and features. Evening/weekend shifts may be required.