Remote-First Customer Operations Associate I

Affirm, Inc.; Austin (TX); Remote; USD 44,000 - 64,000; Full time

Benefits offered by this job

Health coverage at no cost

Spending stipends for tech and health

Time off and holidays

ESPP stock purchase plan

Job summary

Affirm, Inc. is hiring an operations associate to join our customer operations team. You will resolve escalated inquiries via email with some phone support, uphold high QA scores, and apply product and financial knowledge to help customers.

You will participate in training, identify trends, collaborate cross-functionally, manage schedules and inboxes to drive productivity, and contribute to new product initiatives. This is a remote-first role with flexibility; visa sponsorship is not available.

Qualifications

• Willingness to support operation functions on evenings, weekends and public holidays.
• Excellent verbal and written communication skills.
• Proficient in both English and French.
• Capable of delivering high quality work independently and/or virtually while remaining flexible in a fast-growth environment.
• 1-3 years required experience interacting with customers in an omnichannel environment (phone, email, chat, etc).
• Experience within the financial industry is a plus.
• Sound judgment and proactive problem solving skills.
• Ability to apply analytical thinking in decision making with keen organizational skills and attention to detail.
• Team player with an interest in collaborating with and learning from cross-functional partners.
• 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 achieve excellent QA scores with clients while building rapport.
• Communicate, investigate, and resolve issues using product and financial knowledge across various case types.
• Participate in ongoing training to develop new skills and responsibilities.
• Identify trends and areas for improvement including agent coaching and quality monitoring.
• Assist with incubation of new products and features and ad-hoc projects.
• Independently manage schedules and email channels to drive productivity and quality scores.
• Collaborate cross-functionally with affirm teams to resolve complex issues.
• Participate in specialized processes in addition to day-to-day responsibilities.
• Create documentation such as meeting minutes and procedural updates.

Skills

Excellent communication

Bilingual English/French

Analytical thinking

Team player

KPI oriented

Tools

Mac (iOS)

Google Workspace

Job description

Affirm, Inc. is hiring an operations associate to join our customer operations team. You will resolve escalated inquiries via email with some phone support, uphold high QA scores, and apply product and financial knowledge to help customers.

You will participate in training, identify trends, collaborate cross-functionally, manage schedules and inboxes to drive productivity, and contribute to new product initiatives. This is a remote-first role with flexibility; visa sponsorship is not available.