Remote Customer Ops Associate (EN/FR)

Affirm, Inc.; St. Louis (MO); Remote; USD 44,000 - 64,000; Full time

Benefits offered by this job

Remote-first company

Health coverage for employees and/or (

Tech and wellness stipends

Flexible time off

Job summary

Affirms is a remote-first company seeking an Operations Associate to help resolve complex customer inquiries across email and phone, while maintaining high QA scores. The role partners with cross-functional teams to implement new systems and product features and to ensure timely responses.

You will manage schedules and emails to drive productivity, participate in training, and contribute to ongoing process improvements. Visa sponsorship is not available and base pay ranges by state apply.

Qualifications

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

Responsibilities

• Resolve escalated customer inquiries via email, with occasional phone support
• Maintain high Quality Assurance scores and build positive rapport with clients
• Utilize product and financial knowledge to investigate and resolve issues
• Participate in ongoing training to develop new skills
• Identify trends and opportunities for process improvements
• Assist with ad-hoc projects and new product features
• Manage schedules and email channels to boost productivity and quality
• Collaborate cross-functionally to resolve complex issues
• Participate in specialized processes as needed
• Create meeting minutes and procedural updates

Skills

Multichannel support

Customer rapport

Communication skills

Bilingual English/French

Analytical thinking

Time management

Team collaboration

Problem solving

Mac & Google Workspace

KPI awareness

Tools

CRM software

Google Workspace

Job description

Affirms is a remote-first company seeking an Operations Associate to help resolve complex customer inquiries across email and phone, while maintaining high QA scores. The role partners with cross-functional teams to implement new systems and product features and to ensure timely responses.

You will manage schedules and emails to drive productivity, participate in training, and contribute to ongoing process improvements. Visa sponsorship is not available and base pay ranges by state apply.