Description
At Affirm, we exist for the moments that matter,giving people a clear, predictable way to pay over time, with no hidden fees, no surprises, and no tradeoffs on what matters most.
As part of our Customer Operations team, Operations Associates ensure timely and accurate resolution of complex customer inquiries through omni-channel communication, and partner with cross-functional teams to implement new systems and products.
Responsibilities
- Resolve escalated customer inquiries via predominantly email, with occasional need for phone calls to support customers.
- Maintain a high level of professionalism and excellent Quality Assurance scores with clients while establishing a positive rapport.
- Utilize in-depth product and financial knowledge to communicate, investigate, and resolve customer issues on a larger variety of case types.
- Participate and assist in ongoing training to develop new skills and responsibilities.
- Help identify trends and areas of improvement including agent coaching, quality monitoring, and product features.
- Participate in the incubation phase of new products and features and assist with ad-hoc projects as needed.
- Independently manage schedules and emails channels to drive higher productivity performance and quality scores.
- Collaborate cross-functionally with other Affirm teams to analyze, assess, and resolve complex customer issues.
- Participate in voluntary specialized processes in addition to day-to-day responsibilities.
- Initiate document creation, including meeting minutes, N-Pagers, and procedural updates.
Requirements
- 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 of 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 (formerly G Suite) knowledge a plus.
- Comfortable with working with Key Performance Indicators (KPIs) to assess and drive performance.
Benefits
- Health coverage at no cost: 100% of premiums for employees and their dependents.
- Spending stipends: Monthly stipends support your tech setup, and the ability to choose health and wellness options that are right for you.
- Time off to recharge: Flexible time off and generous holiday calendars help you rest when you need to.
- Own a piece of what you build: Employee stock purchase plan (ESPP) lets you buy Affirm stock at a discount.