44K–70K USD / year
Customer Operations Associate I
OperationsRemote — United States
Published on 2026-10-30
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About this role
Resolve complex and escalated customer inquiries for Affirm through primarily email, with occasional phone support. The role also contributes to quality improvement, new product launches, and cross-functional projects.
About the company
Affirm offers buy now, pay later financing that lets consumers split purchases into transparent installment payments at checkout. It partners with merchants to provide flexible credit options without late fees.
The team
Customer Operations
What you'll do
- Investigate and resolve escalated customer issues across a range of case types.
- Manage schedules and email channels while meeting productivity and quality goals.
- Identify trends and opportunities to improve agent coaching, quality, and product features.
- Support new product and feature launches, specialized processes, and ad hoc projects.
- Create meeting minutes, N-Pagers, and procedural updates.
What we're looking for
- 1–3 years of customer-facing experience in an omnichannel environment.
- Proficiency in English and French.
- Strong written and verbal communication, judgment, and problem-solving skills.
- Ability to work independently in a virtual, fast-growing environment and manage competing priorities.
- Willingness to work evenings, weekends, and public holidays.
- Comfort working with KPIs and maintaining quality standards.
Nice to have
- Experience in the financial industry.
- Knowledge of Mac (iOS) and Google Workspace.
Benefits
- Medical, dental, and vision coverage with premiums fully subsidized for employees and dependents.
- Monthly technology, health, and wellness stipends.
- Flexible time off and generous holiday calendars.
- Employee stock purchase plan with a discount.