Remote Customer Ops Associate I – Impact & Growth

Affirm, Inc.; New York (NY); Remote; USD 50,000 - 70,000; Full time

Benefits offered by this job

Health coverage for dependents

Tech & health stipends

Flexible time off

Employee stock purchase plan (ESPP)

Job summary

Affirms is seeking an Operations Associate to join its Customer Operations team, handling escalated inquiries primarily by email with some calls, while maintaining high QA scores and professional client rapport.

The role involves applying in-depth product and financial knowledge, collaborating across teams, and supporting new product features and ad-hoc projects. Remote-first with some in-person onboarding.

Qualifications

• 1-3 years of customer-facing experience in omnichannel environments.
• Strong written and verbal communication in English and French.
• Ability to work evenings, weekends and holidays.

Responsibilities

• Resolve escalated inquiries via email primarily, with some phone support.
• Maintain professionalism and QA scores while building rapport with clients.
• Apply product and financial knowledge to investigate and resolve issues.
• Participate in ongoing training and onboarding of new skills.
• Identify trends and opportunities for improvement with cross-functional teams.
• Assist in new product incubation and ad-hoc projects.
• Manage schedules and email channels to boost productivity and quality.
• Collaborate cross-functionally to analyze and resolve complex customer issues.
• Create documentation such as meeting minutes and process updates.
• Support documentation and process optimization efforts.

Skills

Omnichannel experience

Communication skills

Bilingual English/French

Job description

Affirms is seeking an Operations Associate to join its Customer Operations team, handling escalated inquiries primarily by email with some calls, while maintaining high QA scores and professional client rapport.

The role involves applying in-depth product and financial knowledge, collaborating across teams, and supporting new product features and ad-hoc projects. Remote-first with some in-person onboarding.