Remote Customer Operations Specialist

Affirm, Inc.; Sioux Falls (SD); Remote; USD 44,000 - 70,000; Full time

Benefits offered by this job

100% covered health premiums

Monthly tech/health stipends

Flexible time off and holiday calendar

Employee stock purchase plan (ESPP)

Job summary

Affirm, Inc. is seeking an Operations Associate to join Customer Operations. You will resolve escalated inquiries primarily via email, with some phone support, while maintaining high QA scores and professional rapport with clients.

You’ll leverage deep product and financial knowledge to address a variety of cases and participate in training and cross-functional initiatives. The role supports a remote-first environment across the United States, with some in-person onboarding and occasional

Qualifications

• 1-3 years of getting customer inquiries across multiple channels (email, chat, phone)
• Experience in financial industry is a plus
• Ability to deliver high quality work independently
• Willingness to work evenings, weekends, and public holidays
• Strong written and verbal communication in English; bilingual in French is a plus

Responsibilities

• Resolve escalated inquiries via email, with some phone support
• Maintain professionalism and high QA scores with clients
• Use product and financial knowledge to investigate and resolve issues
• Participate in ongoing training to develop new skills
• Identify trends and areas for improvement including agent coaching
• Assist in incubation of new products and features and ad-hoc projects
• Manage schedules and email channels to drive productivity
• Collaborate cross-functionally to resolve complex issues
• Contribute to documentation such as meeting minutes and processes

Skills

Email and phone support

English and French

Omnichannel experience

Analytical thinking

Organizational skills

KPI-driven

Team collaboration

Mac/Linux (MacOS)

Google Workspace

Tools

Google Workspace

MacOS

Job description

Affirm, Inc. is seeking an Operations Associate to join Customer Operations. You will resolve escalated inquiries primarily via email, with some phone support, while maintaining high QA scores and professional rapport with clients.

You’ll leverage deep product and financial knowledge to address a variety of cases and participate in training and cross-functional initiatives. The role supports a remote-first environment across the United States, with some in-person onboarding and occasional